The purpose of this paper is to provide an exploratory look at facilities and estates management help desks in four different case study organisations.
A case study methodology was adopted, with semi‐structured interviews and observations as the principal methods to collect data.
The findings suggest that the key factors for the success of a facilities management (FM) help desk include mapping out all customer requirements, recruiting the correct operating staff, ensuring an appropriate working environment and client communication once the help desk is operational.
At the time of the study there had been relatively little research completed focusing specifically on FM help desks. The paper will be of value to facilities and property managers who are considering implementing a help desk service.
