Help Desk
A Help Desk is a service point where employees can get assistance with workplace-related issues. It's like a central support hub for a building or organization that handles various requests from fixing broken equipment to managing access cards. While often associated with IT support, in Facilities Management, the Help Desk handles broader workplace needs like maintenance requests, room bookings, and building services. Think of it as a one-stop-shop where employees can report problems or request services related to their work environment. Other common names for this service include "Facilities Help Desk," "Service Desk," or "Facilities Service Center."
Examples in Resumes
Managed Help Desk operations serving 500+ employees daily
Streamlined Help Desk ticket system reducing response time by 40%
Supervised Help Desk team handling building maintenance and access control
Implemented new Service Desk procedures improving customer satisfaction
Coordinated Facilities Help Desk activities across multiple office locations
Typical job title: "Help Desk Coordinators"
Also try searching for:
Where to Find Help Desk Coordinators
Professional Associations
Online Communities
Job Boards
Example Interview Questions
Senior Level Questions
Q: How would you handle multiple competing priorities in a busy help desk environment?
Expected Answer: Should discuss experience with prioritization systems, emergency protocols, resource allocation, and team management strategies. Should mention specific examples of handling high-pressure situations.
Q: How would you improve help desk efficiency and customer satisfaction?
Expected Answer: Should explain methods for measuring performance, implementing feedback systems, training staff, and using service management tools. Should demonstrate experience with process improvement.
Mid Level Questions
Q: How do you track and manage help desk requests?
Expected Answer: Should describe experience with ticket management systems, request prioritization, follow-up procedures, and reporting methods.
Q: What steps do you take when handling an angry customer?
Expected Answer: Should demonstrate strong customer service skills, de-escalation techniques, and problem-solving abilities. Should give examples of successful conflict resolution.
Junior Level Questions
Q: What's your process for handling a basic maintenance request?
Expected Answer: Should be able to explain the basic steps of receiving, logging, assigning, and following up on requests. Should show understanding of basic help desk procedures.
Q: How do you ensure good communication with facilities staff and customers?
Expected Answer: Should discuss basic communication skills, tools used for updates, and importance of clear documentation and follow-up.
Experience Level Indicators
Junior (0-2 years)
- Basic customer service skills
- Ticket logging and tracking
- Simple problem resolution
- Communication skills
Mid (2-5 years)
- Advanced request management
- Vendor coordination
- Team supervision
- Process improvement
Senior (5+ years)
- Strategic planning
- Budget management
- Team leadership
- Performance optimization
Red Flags to Watch For
- Poor communication skills
- Lack of customer service experience
- No knowledge of basic facilities operations
- Unable to handle multiple priorities
- No experience with request tracking systems
