Facilities Service Desk
Telephone: (973) 655-5444
The Facilities Service Desk (FSD) provides essential support services for University Facilities at Montclair State University. We invite you to contact the Facilities Service Desk for all your facilities-related needs and inquiries by calling 973-655-5444 or via email at firstname.lastname@example.org.
This unit supports the Campus community by providing a central communication point for facilities work order issues for faculty, staff, and students. The Facilities Service Desk strives to ensure high quality service delivery by the implementation of Continuous Quality Improvement strategies, and creative use of its Management Information Systems.
The Facilities Service Desk is in normal operation between the hours of 7 a.m. to 10 p.m. Monday through Friday, and on Sundays from 12 p.m. to 8:00 p.m.
Facilities Service Desk staff work in a dynamic, fast-paced help desk environment that provides services over the phone, through the mail, and through Facilities Management Information Systems. They are responsible for ensuring customer satisfaction through every step of work order problem resolution.
As part of the customer communication initiative, the web-based iServiceDesk work request allows communications with our customers by offering them the ability to monitor the status of work requests that have been submitted. Work requests may be submitted on-line at http://tma.montclair.edu. A reference number will immediately be issued to customers upon successful submission of all work requests.
Staff members are required to track detailed information about each work request in our TMA Work Order System database. Based on the input received from the requestor, the Customer Service Representative assesses the problem and using established procedures, determines the best and most timely response. After the proper response has been determined, additional comments are added to the database to track the steps taken to resolve the problem. Staff members follow up with all customers to ensure that their needs have been met.
For work order FAQs, please visit the FSD web page at http://www.montclair.edu/facilities/fmis/fsd. As we strive to improve communications with our customers, we certainly value your input.