The Synbiotix Helpdesk helps you to manage and maintain your assets and infrastructure effectively. The centralised platform tracks your assets, generates maintenance plans and allows job requests to be raised. Jobs are directly dispatched to the designated resource via a mobile device.
In this channel, you will find Scribes to assist you in using the system effectively. Some process are shared across the soft and hard FM Helpdesk.
We are constantly striving to improve our training resources, and we value any feedback you may have. You can give feedback on a Scribe by clicking the smiley face icon in the bottom right corner of the screen.
If you require help with a process not currently covered here, please let us know and we can produce it on demand.
Job Categories are used to specify the service needed. An example is 'Building Repair' or 'Electrical Repair'.
Manage HardFM Job CategoriesJob priorities are used within the Helpdesk to assign importance to each task. Each priority level also has an expected response time, which feeds into your KPI reports.
Manage HardFM Job PrioritiesCertain jobs can be grouped within parent containers, which are used to organise similar types of jobs.
For example, the parent container "Sinks" for jobs in the "Plumbing" category might contain jobs such as "Sink Blocked", "Taps not Working" or "Sink Leaking".
Add a Parent Container for HardFM JobsEdit a Parent Container for HardFM JobsThere are four different job types supported in the HardFM Helpdesk: Regular Jobs; Self-Logging Jobs; Multi-Step Jobs, and PPM jobs. Each Scribe below contains a detailed breakdown of every configuration available, so don't panic about the number of steps!
Regular jobs cover most job requests. The resource will receive the job request and action it accordingly. These jobs may include replacing lightbulbs, repairing leaks or fixing a medical gas fault.
Add a Regular HardFM JobSelf-logging jobs can be raised by resources directly from their devices, without needing to contact the Helpdesk. These are usually used for on-the-spot reactive tasks like small repairs.
Add a Self-Logging HardFM JobMulti-step jobs consist of several tasks, with each task being automatically generated once the previous task has been completed. They are particularly useful for tasks which involve multiple steps: clearing other furniture from the area, performing the job, and replacing the furniture once the job has been performed.
Add a Multi-Step HardFM JobPPM jobs can be linked to asset plans. They are used to create scheduled tasks that don't directly link in with the SFG20. An example might be a weekly fire extinguisher check if you've had high levels of vandalism recently. PPM jobs can't be requested through the Helpdesk.
Add a PPM Job TypeEdit a HardFM Job TypeThe Helpdesk also supports security check jobs. These require the resource to go to multiple locations during the course of the job and mark each location as attended, and are commonly used for patrols. Security check jobs are not commonly used in the HardFM Helpdesk. If you need further information on these, please contact Synbiotix.
Some of these pages are shared across the Soft and Hard FM Helpdesk
Manage HardFM Resources (Device Users)Delete a HardFM Resource (Make a Device User Inactive)Assign HardFM SpecialitiesAdd a Requester, Operator, or AdministratorReset User Password (Helpdesk)If you are unsure of which user administration process to follow, you may find the below video helpful:
These pages are shared across the SoftFM and HardFM Helpdesk.
Add and Edit Wards (Helpdesk)Add and Edit Rooms (Helpdesk)Once the new locations have been added to the system, they then must be enabled for use within the Helpdesk
Manage Helpdesk Locations