The BMC Service Desk Express system can be accessed through the SMU webpage. You will need to click on the Helpdesk link. Once in the Helpdesk click on Submit a Helpdesk Request. This will take you directly to the BMC Service Desk Express System; from there you can submit a Facilities Request.
Note: Some Facilities Request requires additional forms. (Key Request, Parking Vouchers, Move Request)
If I need to place a work order, why can't I just call Facilities instead of using BMC Service Desk Express?
The Facilities Department must have a means to track all work orders that we receive. The BMC Service Desk Express system allows the Facilities Department to track how we are serving the University community. We cannot track phone calls or emails. Please submit all work order requests through BMC Service Desk Express.
Note: The only time you call Facilities directly is when it's an emergency (i.e. the toilet is overflowing, flood, fire, electrical problems, etc).
If my office is too cold or too hot, should I just call Engineering directly?
No. All work orders should be processed through the Facilities Department. This provides the engineers with a single point of contact for all work orders.
I have a light out in my closet. Can I replace it myself?
No. Please put in a work request through BMC Service Desk Express and Facilities will contact the engineering department to complete the request. For safety reasons, it is important that trained engineers complete all work requests. In addition, there may be a more serious electrical problem than you are unaware of and requires more attention from an engineering professional.
Why is it taking Engineering so long to respond to my request?
The University is not the only area that the engineers service. Their primary clients are the acute care areas of the Hospital. The Engineers receive all work orders from the University and they are placed in a queue and dispersed to the dedicated engineer for a particular area. At times, work orders do get backed up and delay servicing; however, Facilities does follow up frequently on ALL work orders until completion.
Note: If Facilities contacts you for updates on your request, please respond ASAP so we know that your request is completed in a satisfactory manner. You, our internal customers, are the only voice that determines if a work order was completed satisfactorily.
I need something hung in my office. Should I contact Engineering to handle this request?
No. This is considered a non-routine work order. We have an outside contractor who handles these types of requests. Please submit a work request through the BMC Service Desk Express and Facilities will contact the contractor who will be assigned the work order.
My work area requires me to have an additional outlet installed near my desk. Can Facilities call an electrician to come out and take care of this for me?
Yes. However, Facilities will contact an electrician and obtain a quote for the work. A purchase requisition and purchase order may be required for this type of work also may be charged directly to your department's cost center if not related to a project.
I accidentally locked myself out of my office. Can someone in Facilities let me in my office?
No. Samuel Merritt University Facilities Department does NOT HAVE A LOCK OUT POLICY. If an employee is locked out of their office for any reason, a Facilities employee can only grant access to the office with a manager's approval. Staff members are encouraged to keep office keys with them at all times to avoid a lock out situation. For liability reasons, there are absolutely NO exceptions to this policy.
In addition, Facilities will not grant a staff or faculty member access to someone else's office without this being cleared in writing from the office's occupant. This policy is designed to protect all faculty and staff and their belongings.
What if I lose my key? Can it be replaced and what is the cost?
If you need to replace a key, enter a Key Request in thru the BMC Service Desk Express and fill out a Key Request form that is found on the f: drive in the Forms folder. All key requests must be signed off by a Department Supervisor/ Manager before the request can be processed. In addition the requestor will need to come to the Facilities Department located at 3012 Summit C-Wing, Suite G677A.
Note: If the Master Key is lost the cost to re-key affected area will be billed to individual not the Department. There is a $10 charge for lost office keys.
All Adjunct Professors that do not consistently work during the academic year need to return their keys per semester to their Department Head.
I have an event coming up and I need parking vouchers for the guest. How can I order them?
You will need to enter a Parking Voucher Request into the BMC Service Desk Express and fill out the Facilities- Parking Voucher Request Form that is located on the on the f: drive in the Forms folder and on the Facilities Webpage under Forms and Documents. All parking vouchers need to be approved by a Department Supervisor/Manager before the request can be processed. The Facilities Admin will contact you when your Parking Vouchers are ready to be picked up. You can pick your Vouchers up from the Facilities Department located at 3012 Summit St. , C-Wing, Ste. G677A.
Who should I call if I need escort service to my car after dark?
Call the Security Operations Center at x7847 to request an escort to your car. We encourage you to use this service during the winter months when it gets darker earlier.
I just saw a suspicious looking person lurking in the parking lot? Who should I call?
Call Security at (510) 763-4001. Do not approach the person on your own. This should be handled by a security professional.
Note: Please save this number in your cell phone to use while on campus in case of an emergency.
Someone who does not appear to be an University employee or student is in my work area, how should I approach them?
Simply ask them, how can I help you? If they are legitimately looking for someone (or have a purpose) in your area, they will likely tell you. If they are not, they will at least know someone is aware of their presence in the building and they will likely leave. Do not ignore strangers in the building. If you feel this person is a threat, please contact Security immediately at x7847.
Someone just fell down the stairs in our building. They appear to be hurt badly. Should I call security or 911?
Call 911 immediately for any accident where serious injury is apparent. The person may require immediate medical attention. After calling 911, call Facilities at (510) 869-8673 and we will notify Security so that a report can be filed.
Some of my belongings are missing from my room/office. Who should I notify?
Call Security at x7847. They will notify the police to file a report. In addition, please notify Facilities so that we are kept in the communication loop. In the event of computer/laptop theft, call IT/Helpdesk x6836.
We have had some recent changes in our department that will require us to reorganize and remodel our work area. How do we go about making these changes to our area?
Please contact the Facilities Department and provide the specific scope of work for your project. The Assistant Director will to obtain the appropriate quotes from vendors for your project and you will be required to secure funding from your department's budget. Next, the Facilities Department will submit a Project Expenditure Request (P.E.R.) to the finance department. Upon obtaining necessary approvals, work will be scheduled and managed by the Facilities Department.
If I see the movers are on campus, can I ask them to move my furniture around in my office?
No. All moves must be scheduled through the Facilities Department. The Facilities Department provides movers with a specific scope of work and we must adhere to that scope in order to avoid extra moving charges. If there are items in your area that require movers, please contact Facilities so that your job can be scheduled on the next move. If you have an immediate need, please notify Facilities 24 hours before your requested date and the movers will be scheduled and your cost center will be charged for the time of the move. Please note that Nor Cal Moving Services requires a four (4) hour minimum of work.
I am expecting an important package from a family member but it has not arrived. Who should I contact to locate my package?
No personal mail should be sent to the University. We are not responsible for the receipt of personal packages or other items.
I need to ship something to one of the remote sites. What is the latest I can get it shipped out to insure next day delivery?
All packages should be received at the Campus Service Center in West Pavilion before 3pm to insure next day delivery. However, we advise all faculty, staff, and students to drop off packages as early as possible to insure the most prompt delivery. The Campus Service Center is located at 3100 Telegraph Suite 110
I'm shipping to a location other than a remote site; can I ship it through the Campus Service Center?
Yes; however, all packages shipped to a location (other than a remote site) require a manager's signature and the department's cost center in order to be shipped.
Our department has 1,500 pieces of mail to go out, what should I do?
If you have a bulk mailing coming up then you will need to notify the Facilities Department two weeks in advance by emailing Facilities Coordinator, email@example.com and he will alert the mailroom.
What does EVS do?
Environmental Services (EVS) is primarily responsible for general cleaning for the following areas: common areas such as hallways, restrooms, corridors, vacuuming, mopping, dusting, garbage/waste removal. Upon special request through the BMC Service Desk Express for special clean up needs and/or during University breaks, EVS will strip and wax floors and shampoo carpets in classrooms, corridors and labs, throughout the campus.
The kitchen in our building is filthy. Can EVS come over and wipe down all the appliances and wash the dishes?
No. EVS is not responsible for such items. All break rooms, lounges, and kitchen areas are the responsibilities of the students, faculty, and staff. The entire University community should be mindful to keep all appliances (refrigerators, microwaves, stoves, coffee makers, etc.) clean and presentable for the next person who may be using it.
I have had major problems with my back and I need a special chair for my work area. How do I go about getting a new chair for my area?
You will need to call Work Hardening at x6999 to have an ergonomic assessment conducted. Once that assessment is complete, contact the Facilities Coordinator Byron Weston, firstname.lastname@example.org to order furniture based on the assessment.