A day in the life of Michelle, our Helpdesk supervisor

  04 June, 2018      Industry Insights
A day in the life of Michelle, our Helpdesk supervisor

It’s a bright mid-May morning at Novus Scotland’s Bathgate office and Michelle has just come back on shift.

Michelle and her team of eight coordinate the responsive repairs of about 15,000 properties across Scotland, scheduling some fifty maintenance operatives to fix a whole range of resident-reported problems ranging from blocked toilets to broken garden fences.

Michelle first checks the e-mail from the afterhours Helpdesk to see how her last job of the previous evening has progressed.

Michelle is proud that Novus provide a 24-hour continuous service to help the residents with their most pressing maintenance issues, but sees that this plumbing job has not yet been fixed due to some sensitive safety considerations preventing Neil – the maintenance operative – from visiting the property alone.

After fully understating these concerns, Michelle contacted her Housing Association customer and arranged for Neil to be accompanied on his visit. Using the Impact Response workforce management system on-line job scheduling system, Michelle arranges for Neil to meet his Housing Association “chaperone” at 10:00am so the job could be completed. All the information he needs is automatically routed to Neil’s handheld Personal Digital Assistant (PDA) allowing him to see all necessary job details then record his arrival time at site, hours on task and capture the resident’s satisfaction with the finished job.

Satisfied that the job had now been scheduled, Michelle returned to the other outstanding jobs across Scotland.  By querying the Impact Response system, she determined that twenty eight new jobs had been entered into the system – either by residents calling in, or directly by the Housing Association customers.  Michelle sorted these jobs by region and distributed them to her team for scheduling.

Michelle then got down to allocating the open jobs in her region to maintenance operatives.  She drew on her knowledge of the local area including traffic conditions during the day and of which types of repair an operative is qualified to handle.  This also involves optimising the route between jobs to ensure that each operative is busy but can make each appointment in the scheduled time window.  Michelle allocates operatives by postcode and has several printed maps of her coverage area to make this possible.

As Michelle grabs an early coffee she reflects on her morning so far.  She is delighted to have got the sensitive plumbing job underway and pleased that all the reactive repair works are being scheduled by her team.  Michelle knows how critical her team is to maintaining the resident’s quality of life, whilst ensuring that the Novus team are used to best effect to fulfil the contractual commitments.

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