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FM Helpdesk in Saudi Arabia
One number, one app, one team that answers, day and night
24/7 FM Helpdesk
Every request reaches the right person, and you always know where it stands. Our 24/7 helpdesk is the front door to your facility management service, and it runs entirely on our platform.
A building’s users judge facility management by one moment: what happens when they report a problem. A request that disappears into an inbox, a call nobody returns, a repair nobody confirms. These are what make occupants lose confidence in a building. Our helpdesk is built to make that moment simple and reassuring.
Requests come in the way your people prefer: by phone, through our app or by email, at any hour. Each one is logged on our platform the moment it arrives, with the location, the asset, photos where they help, and the person who raised it. Our helpdesk team triages every request by priority, separating a genuine emergency from a routine task, and assigns it to the right technician or specialist straight away.
From there, nothing is left to memory. The platform tracks each request against the response and completion targets agreed in your contract. It alerts our supervisors before a target is at risk, not after it is missed. The person who raised the request is kept informed: when it is assigned, when the technician is on the way, and when the work is done. A job is closed only when the work is recorded with its evidence: notes, photos and, where needed, the requester’s confirmation.
The helpdesk is also where we learn. Repeated requests from the same area, the same asset or the same time of day tell us where a building needs attention. We turn those patterns into planned maintenance, design changes or user guidance, so the number of problems falls over time, not just the time taken to fix them.
What’s included
Access for everyone
a 24/7 helpdesk by phone, app and email; requests from occupants, tenants, visitors’ hosts and your facilities team; Arabic and English service.
Triage and dispatch
priority classification for every request; immediate assignment to the right technician, specialist or subcontractor; escalation rules for emergencies and out-of-hours events.
Tracking and communication
response and completion monitoring against your contract; automatic updates to the requester; closure only with recorded evidence; feedback on completed work.
Insight and reporting
live dashboards on our platform; monthly reports on volumes, priorities, performance and repeat issues; recommendations to reduce recurring faults.
How it works
- Set-up
We agree with you the request categories, priorities and response and completion targets, and how out-of-hours emergencies are handled. - Launch
Occupants receive simple guidance on how to raise a request by phone, app or email. - Log and triage
Every request is logged on our platform, given a priority and assigned immediately. - Track and update
Supervisors follow each request against its targets, and the requester is kept informed until the job is done. - Close with evidence
Work is closed with notes and photos, and the requester can confirm and rate it. - Review and improve
Each month we review performance and repeat issues with you and agree actions.
What you see as the client
A live dashboard of open, in-progress and completed requests by building, floor and priority.
Performance against your response and completion targets, with any delays and their reasons.
The full history of each request: who raised it, who attended, what was done, and the photos.
A monthly report with trends, repeat issues and our recommendations.
Frequently asked questions
Is the helpdesk really available at night and at weekends?
Yes. The helpdesk runs 24/7, and emergencies outside working hours are escalated straight to our on-call team.
Can our occupants raise requests without calling?
Yes. Requests can be raised through our app or by email as well as by phone, and each one is logged on our platform in the same way.
How do you decide what is urgent?
We agree priority categories with you at the start. Every request is classified against them, so a safety risk or a major failure is always treated before a routine task.
Will the person who raised the request know what is happening?
Yes. They receive updates as the request moves forward, and they are told when the work is complete.
Can you run the helpdesk for contractors we appoint directly?
Yes. We can log, dispatch and track work for your own contractors on our platform, so you have one view of every request in the building.