Nickleby - real people for a change

Nickleby provides pro-active helpdesk services that empower engineers and helpdesk operators to work together in a more collaborative and common sense relationship. This delivers higher quality work, reduced waste and improved cost control.

Nickleby have developed a pro-active helpdesk solution to overcome the failings of systems that only enable client-contractor relationships that focus on managing specifications rather than on the desired outcomes.

Nickleby's pro-active helpdesk performs all the functions of the reactive helpdesk, but adds further value by using analyst-operators-people who can look at asset registers, mean times between failures etc - and engage the engineer pro-actively to determine the best value way of fixing a specific issue or better still, eliminate the need for a fix. 

For example, when allocating a call, proximity, frequency or volume of jobs would all be factored in to the decision as to when/how to service the request.

This process moves maintenance work towards an entirely new approach - PPRM - predictive and planned reactive maintenance. By empowering both the engineer and the helpdesk operator, it gives them more opportunities to use their common sense and experience to control costs. 

By using the engineer's skills in deciding the course of action, we also increase their job satisfaction, and expect higher quality of work as a result. By increasing the skill of the operator, you improve the initial diagnostic and reporting of the issue.

You will all but eliminate noise as the active helpdesk will monitor all jobs and pro-actively chase all jobs nearing SLA expiry.

Fundamentally, it's a relationship built around 'real people for a change'.

Call us now to apply some common sense to your maintenance.