What is theProperty Helpdesk Portal?
Property Help Desk – Quick Reference Guide 2016
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The Property Help Desk Portal is a web-based tool that allows you to log and track property related maintenance requests in real time.
The Property Helpdesk manages a comprehensive suite of services that is tailored specifically for DFAT.These services include: — general repairs and maintenancesuch as lighting and plumbing along with mechanical and electrical services.
Property Help Desk – Quick Reference Guide 2016
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How do I Access the Portal?
Please Note:
In order to create your user credentials for the Portal please contact the Property Help Desk in the first instance and they will assist in getting you set up. You can do this by calling one of the numbers below.
Australia: 1300 629 308
Overseas: +61 1300 132 156
Then save the link in your favourites so you can access it at any time.
You can also access via your DFAT intranet site.
How do I navigatethe Home Page?
The home page consists of three key sections:
1.Navigation bar
Located at the top of each page, the navigation bar contains quick links to the different types of pages you have been given access to within the Property Help Desk Portal.
It also contains a drop down list of sites that you currently have access to log requests for. If a site you wish to log a work request cannot be found in this list, click on the ‘Add’ button. This will take you to another page, where you can search for your desired site by: Country, State & City.
2.Information Boxes
Selected Site Box: / This box shows you the primary location you currently have selected. You can change your primary location by selecting a new site from the drop down list in the Navigation Bar.Local Bulletin Box: / This box will be updated from time to time by the Property Helpdesk or Facility Management team with information relating to the primary site you have selected. Examples will range from, notifications of upcoming building maintenance or known faults which don’t require additional requests to be logged.
My Resources Box: / This box can be used for a multitude of items such as: links to other online tools, links to user guides and videos, reminders, notifications etc.
In the left hand column of the home page, you will see several information boxes enabled:
3.Request Lists
On the right hand side of the home page, you will see two lists of requests:
My Requests: / This table displays a list of requests that you have logged either via telephone or via the Portal. This table will display a high level overview of each request, however if you would like to view more detailed information, click on the request number to be taken to the request page, where you will be able to view all of the detailed information relating to this request. Each time that action is taken upon a request, a note will be added to the ‘History’ section for your information. If you would like a more recent update, please contact the Property Helpdesk.All Requests at this Location: / This table displays a list of request that other people have logged for your primary location. Changing your primary location will change the list of requests displayed in this section. You will only be able to see the high level overview of these requests. Please refer to this section prior to logging a new request as you may find that someone else has already logged it.
How do I create a New Request?
To log a new request, click on the ‘Submit’ link in the Navigation Bar.
Once the “New Request” page has opened, ensure that you have the correct primary site selected from the drop down menu in the Navigation Bar. Once this is done, fill in the form before submitting your new request:
1.Select Location / This is a free text field that can be used to provide more information about where the works need to take place. Examples of this would be: HOM Residence - Bathroom, level 3
2.
Work Type
Category & Common Problem / This is a three tiered hierarchy of the different types of work that the Property Help Desk manage on behalf of yourself. Try to matchyour selection asclose as possible to the request you are wanting to log.
As an example: If you are wanting to log a request for a blown light, the work type combination you should select would be: Work Type: Building/Structure Repair & Maintenance Category: Lighting Interior Common Problem: Light/Bulb/Globe Below 20ft/6M
3.
Description / A free text field, enter in a description of the work that needs to be undertaken. Please provide as much information as possible for example – “Please arrange for a technician to attend replace 2x 4ft fluro tubes that have started to flicker above my desk”
4.
Are you the Service Recipient? / If you would like to nominate an alternate contact for your request, select “No” and fill in the free text fields. This person will then receive copies of the automated notification that will be generated for this request.
5.
Attachments? / If you have an image or document that is relevant to this request, you can attach it to the request. It will then be viewable by the Property Help Desk, Sub Contractor & Facility Managers.
Property Help Desk – Quick Reference Guide 2016
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