Work Control Center
Maintaining NAU’s Excellence
The Work Control Center is the hub of NAU facilities and grounds maintenance. We are a customer-focused team dedicated to providing our students, staff and researchers with an excellent environment in which to study, live and work.
From changing a light bulb to a classroom renovation, we are the first point of contact for maintenance and billable services requests in the 118 academic and residential campus buildings, which total $2 billion in physical assets.
The Work Control Center processes and manages all phone, TMA iServiceDesk, and walk-in work requests, which we dispatch to one of our 300-trained technicians in these departments:
- University Custodial Team
- Heating, Ventilation & Cooling (HVAC)
- General Maintenance
- Building Access Services
Requests for Service
Emergency Accordion Open
Priority 0 – Emergency (anticipated response time of 2 hours)
- Health and safety
Critical Accordion Closed
Priority 1 – Critical (anticipated response time of 24 hours)
- Inoperative door opener/closer
- Elevator outage
- Fire alarm beeping
- Roof leaks
- Plumbing blockages and backups
Urgent Accordion Closed
Priority 2 – Urgent (anticipated response time of 5 days)
- Clogged toilet, urinal, sink or shower (when other restroom/shower facilities are available)
- Graffiti removal
Routine Accordion Closed
Priority 3 – Routine (anticipated response time of 30 days)
- Ceiling tile repair/replace
- Light bulb replacements where adequate lighting exists
- Inoperative electrical outlets
- Paint patching
Scheduled Accordion Closed
Priority 4 – Scheduled (variable response time)
- Installing bulletin boards, hooks, framed pictures
- Events with deadlines:
- Plan review
- Planned maintenance
How to submit a work request
Step by step Accordion Closed
Submitting a work request:
- Use the “Submit work request or track work order” button at the top of the page, visit the iServiceDesk, or call our office at 928-523-4227.
- If submitting online, log in to the TMA iServiceDesk using your NAU username and password.
- Use the “Submit a Request” in the upper left corner of the page.
- Select your facility. “Flagstaff Campus” is the default setting.
- From the drop-down menu select the building in which you have a maintenance work request.
- Your name and e-mail will auto fill in the “Submit Your Request” tab. Please include your phone number.
- In the “Area” drop-down menu, select the area and or room number where you need the work done – i.e., room, office, hallway, classroom. NOTE: If the building/area location needed is not available, please contact the Work Control Center at 928-523-4227 to submit your work request.
- If your request is for an academic building, please enter your speedchart number in the “Account #” box. If you are submitting a request for a residence hall you do not need an account number.
- In the “Request” box please include a detailed description of the maintenance issue that needs attention or repair.
- Use the “Submit” button.
The processed work request:
- After submitting the service request you will receive an email from firstname.lastname@example.org that will include your service request number.
- When your service request has been accepted in the Work Control Center you will receive another email that will include your work order number.
- Next, your work order is prioritized by urgency and dispatched to one of our 300 technicians.
Work order priority levels Accordion Closed
Work order priority level definitions:
- Priority 0 – Emergency (anticipated response time of 2 hours) Fire, health, and safety items that demand immediate response to protect and save property and lives. There is an immediate response to alleviate the situation, but not necessarily a permanent repair. Examples would include but not limited to gas odor/leak, fire, etc.
- Priority 1 – Critical (anticipated response time of 24 hours) Failures that impair a system or component but does not render it inoperative. This work will normally be accomplished with same-day service. These are critical conditions that impair the use of a facility, pose a potential threat of personal injury, might cause equipment damage if not addressed, can cause a loss of research or work product, or can cause a serious disruption of university operations. This work will be given proper attention to determine the scope and to fit the work in among the normal, daily duties of the staff. Residence halls and foodservice locations will take precedence over others of the same priority. Examples would include but not limited to, ADA compliance issues (inoperative door opener/closer, elevator outage), lock issues that pose a safety threat (campus living apartments), fire alarm beeping/troubles, roof leaks, multiple clogged showers/toilets/urinals/sinks (backup), etc.
- Priority 2 – Urgent (anticipated response time of 5 days) Work may be high profile in nature, have a short deadline date, or may affect research or work product. Examples would include but not limited to, clogged toilet, urinal, sink, shower (when other restroom/shower facilities are available), graffiti removal, etc.
- Priority 3 – Routine (anticipated response time of 30 days) Maintenance or service item that does not pose an immediate risk to facilities, systems, equipment or components and can be handled on a planned and scheduled basis. Advance coordination with the customer is typically required to allow scheduling of personnel and receipt of materials. Routine maintenance is the day-to-day, recurrent, or periodic work required to maintain and preserve a facility or facility’s mechanical systems at optimal working conditions. Examples would include but not limited to damaged ceiling tiles, light bulb replacements where adequate lighting exists, inoperative outlets, patch/paint, etc.
- Priority 4 – Scheduled (anticipated response time is variable ) These requests enter the job queue and are processed in the order in which they are received — large-scale/multi-trade work orders are treated as projects; they may require several months to complete. Jobs related to specific events require adequate lead-time to be completed on the date requested. While every attempt is made to accomplish all work in a timely manner, there are times when maintenance, a repair, or some other item of work must be deferred. The requesting department or individual will be notified of the reasons for the delay. Examples would include, but not limited to events with a deadline date, bluestakes, inspections, plan review, planned maintenance, etc.
If you are having internet connectivity issues or need assistance with technical equipment, please contact ITS or submit a ticket using the ServiceNow portal.
Work Control Center FY22
By the Numbers
35KWork orders processed in FY22
2,800Average number of work orders processed monthly
136Average number of work orders created daily