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Departmental Support: Service Level Agreements

Helpdesk (ext. 3001)

Service Provision from Estates & Facilities Department

  • To act as a 1st line of contact for the department and provide a professional and friendly service.
  • To ensure that telephones are answered swiftly and efficiently, giving clear and relevant information.
  • All faults and job requests will be added to FACT's immediately and emergency calls will be actioned.
  • To direct calls to the relevant E&F personnel and/or take messages for individuals as required.
  • Telephone cover available between 0830 and 1700 hrs, Monday to Friday.
  • If all lines are busy, or calls are out of hours an answerphone is available.
  • Check estatesandfacilities-helpdesk@bradford.ac.uk email address and action any requests or queries on a regular basis.

Responsibilities of Users

  • Give a clear and concise description of the nature of the fault including accurate location.  To give clear details of your enquiry so that you can be direction to the relevant area can be dealt with effectively and efficiently.
  • Please ensure that you provide a contact name and have available a valid contact number/email if requested to provide one.

Helpdesk Reception 

Service Provision from Estates & Facilities Department

  • To act as a professional and friendly face to face 1st point of contact for Estates & Facilities.
  • To greet contractors/guests/visitors etc and determine their needs.
  • To direct to meeting rooms and advise E&F staff of their arrival.
  • To advise all external callers to sign in and that parking procedures are in place and need to be followed.  The helpdesk will provide parking permits as permitted under the car parking regulations and guidelines.
  • Reception cover available between 0830 and 1700 hrs, Monday to Friday.

Responsibilities of Users

  • To be courteous and polite and give clear details of your requirements so that you can be dealt with effectively and efficiently.
  • Please ensure that you sign the visitors book providing a contact name, company name, whom you are here to visit (if applicable) and provide a valid contact number.
  • Ensure that you are aware of parking regulations and park appropriately adhering to the University guidelines.
  • If a parking permit is issued please ensure that you return the permit promptly back to reception.  If this is outside of reception hours a box is provided outside of the building on the external wall.

Furniture

Service Provision from Estates & Facilities Department - On Request

  • Respond to initial enquiry within 3 working days. Includes assessment of whether individual requires an order placing or to be put in touch with relevant , University preferred, furniture supplier(s).

Responsibilities of Users

  • To provide accurate details of furniture required including quantity, product code, finish, delivery address, contact name, number and email.
  • Provide cost centre and detail code of where goods need to be charged.