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Service desk · For helpdesk leads and contract managers

More service capacity. Clearer records. Stronger SLA evidence.

The desk captures the call, sets the priority, briefs the engineer and keeps the evidence, so the SLA report and the deductions defence follow from the record. Your helpdesk lead and contract manager approve each one.

Discuss Your Service DeskSee the Worked Example
  1. Page 1 of the SLA performance report sample document
    Open the full document (4 pages)
  2. Page 1 of the Reactive call log sample document
    Open the full document (3 pages)
  3. Page 1 of the Works order sample document
    Open the full document (3 pages)
  4. Page 1 of the Engineer ticket sample document
    Open the full document (3 pages)
  5. Page 1 of the Weekly performance report sample document
    Open the full document (3 pages)
  6. Page 1 of the Deductions defence pack sample document
    Open the full document (3 pages)
  7. Page 1 of the PPM completion tracker sample document
    Open the full document (3 pages)
  8. Page 1 of the Asset history report sample document
    Open the full document (3 pages)
SLA performance report · 1 of 8

The workflow

Call in. A complete ticket and its evidence for review.

Six stages run in order from the first ring, each one a gate. Your helpdesk lead clears it before the ticket closes.

Stage 1 of 6 · Intake

Call capture and classify: a sample stage document

Call capture and classify

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Stage 2 of 6 · Triage

Priority and SLA: a sample stage document

Priority and SLA

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Stage 3 of 6 · Brief

Dispatch-ready ticket: a sample stage document

Dispatch-ready ticket

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Stage 4 of 6 · Dispatch

Page 1 of the SLA performance report sample document
Page 1 of the SLA performance report from the worked example, on a sample contract.

Engineer routing

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Stage 5 of 6 · Evidence

Page 1 of the SLA performance report sample document
Page 1 of the SLA performance report from the worked example, on a sample contract.

Diagnosis and completion

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Stage 6 of 6 · Defence

Page 1 of the SLA performance report sample document
Page 1 of the SLA performance report from the worked example, on a sample contract.

Performance and deductions

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  1. IntakeStage 1 of 6

    Call capture and classify

    The call is captured in full: site, asset, fault, access constraints and safety flags, classified as it is logged.

    Helpdesk agent confirms the record

    Open the stage example

  2. TriageStage 2 of 6

    Priority and SLA

    Priority set against the contract's P1 to P4 rules and the SLA clock started, with the escalation route named.

    Helpdesk lead confirms the priority

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  3. BriefStage 3 of 6

    Dispatch-ready ticket

    A dispatch-ready ticket: what the engineer needs to know, carry and check before arriving, drafted from the record.

    Helpdesk lead issues the ticket

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  4. DispatchStage 4 of 6

    Engineer routing

    The right engineer routed with the ticket, the arrival window and the site contact, tracked against the SLA.

    Dispatcher confirms the allocation

    Open the stage example

  5. EvidenceStage 5 of 6

    Diagnosis and completion

    Diagnosis, work done, parts, photographs and sign-on captured on the ticket while the engineer is still on site.

    Engineer completes the record

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  6. DefenceStage 6 of 6

    Performance and deductions

    The SLA report and the deductions defence pack drafted from the ticket record, evidence attached.

    Contract manager signs the report

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What comes back

Eight documents from the call log to the deductions defence, all on one ticket record.

The works order, the engineer ticket, the SLA report and the defence pack are drafted from the same call record, so the client reads one account of what happened.

Stages
06
Documents
08
Review
Named

Worked example on a fictional job.

Page 1 of the Reactive call log sample document
Reactive call logOpen the readerPDF3 pages
Page 1 of the Engineer ticket sample document
Engineer ticketOpen the readerPDF3 pages
Page 1 of the SLA performance report sample document
SLA performance reportOpen the readerPDF4 pages
Page 1 of the Weekly performance report sample document
Weekly performance reportOpen the readerPDF3 pages
Page 1 of the Deductions defence pack sample document
Deductions defence packOpen the readerPDF3 pages
Page 1 of the PPM completion tracker sample document
PPM completion trackerOpen the readerPDF3 pages
Page 1 of the Asset history report sample document
Asset history reportOpen the readerPDF3 pages

The Dispatch Desk

Worked example · BAI-DD

  • Reactive call log3 pages
  • Works order3 pages
  • Engineer ticket3 pages
  • SLA performance report4 pages
  • Weekly performance report3 pages
  • Deductions defence pack3 pages
  • PPM completion tracker3 pages
  • Asset history report3 pages

Worked example on a sample contract: one reactive ticket on an FM estate, from call to defended SLA. The full documents are on the worked-example page, one link from the top of this one.

Open the worked example

Who signs

The desk keeps the record. Your contract manager holds the line.

  1. The desk keeps the record

    The call, the priority rules and the asset history in; the works order, the engineer ticket, the SLA report and the defence pack out as drafts, from one record.

  2. Your contract manager holds the line

    Whether a ticket met its SLA, whether a deduction is owed and how to answer the client stay with your helpdesk lead and contract manager.

  3. The closed ticket locks

    Every ticket and report is recorded with who signed it. An edit after approval voids it and asks for it again.

The gates, by role

  1. Stage 6 of 6 · Performance and deductions

    Contract manager signs the report

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Where it runs

The desk brings your service workflow into The Plant Room.

Prepare and review service-request outputs with the people responsible for the work. Keep the job context, next action and review decision together.

The Plant Room →

05 / Questions

Before we talk.

Questions teams ask about this pack. The 30-minute call covers the rest.

Does AI auto-triage tickets in production?

No. AI assists triage classification and surfaces tickets close to their SLA, but every P1 and P2 decision needs a human reviewer. Auto-triage is on the explicit list of things the AI does not do (see the AI disclosure).

How does this work with our existing service-desk tool?

The Dispatch Desk reads ticket metadata through an API or a read-only export from your CMMS or ITSM (FreshDesk, ServiceNow, Concept Evolution and others). We do not replace the ticketing tool; we add the triage discipline, QA scoring and SLA views on top.

What does the desk change first?

Triage decisions are taken against the contract's priority rules with the evidence on the ticket, and breach-risk tickets are visible before the SLA clock runs out. Movement in an SLA scorecard depends on the baseline and the client's scoring rules, so we do not put a figure on it.

Build a clearer route from first call to closed ticket.

Tell us about the deduction, the ticket record and where the response process gets held up. Arrange a 30-minute call to explore the next step.

Discuss Your Service DeskSee the Worked Example
How the commercial model works →