Service Desk Facility Management of Vitens

Service Desk Facility Management of Vitens
Service Desk Facility Management of Vitens



Vitens N.V. is the water treatment company of the provinces, Utrecht, Flevoland, Gelderland and Friesland. At Vitens facility management is regarded very highly. The pivot of the facility organisation is the service desk. It manages and facilitates breakdown response and customer wishes of the four office premises and the other FM locations from start to finish. Vitens asked Hospitality Group to strengthen its service desk temporarily with the deployment of our Young Professional Julia Klapwijk.

The Service Desk is the centre of the customer journey. Besides resolving the daily breakdown reports, Julia can contribute ideas in the process of developing the Service Desk into a professional and customer-oriented point of contact for the coordination of demand (from customers) and supply (from suppliers).
Marjo Amptmeijer, FS Team Manager

Vitens’ view on the service desk may be different from what is customary. The aim is to provide services that reflect the higher professional standard of the service desk. This means that service desk employees can assist internal customers from A to Z, and independently handle the operational management of the facility processes and suppliers. Besides her operational activities, Julia Klapwijk’s role allowed her to contribute to the transformation of the service desk.

Julia supported the regular service desk team by handling reports of complaints, wishes, requests for information and breakdowns, planning for scheduled and unscheduled maintenance, managing suppliers and ensuring a proper financial settlement. She also started a number of optimisation projects to improve the facilitation of internal customers and make the work of the service desk staff easier. In this context Julia improved a number of processes in the FMIS and analysed and updated the SLAs with the internal customer.

Project data

Vitens N.V.
Project type
Facility Management
November 2017 - May 2018

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