Helpdesk Executive

Job Title

Helpdesk Executive

Job Description Summary

This role be the first point of contact for clients, addressing their inquiries and resolving issues related to facility services. Your role involves coordinating with various departments to ensure timely and efficient service delivery, maintaining high customer satisfaction.

Job Description

Position: Help Desk Executive

DUTIES & RESPONSIBILITIES

• To provide call logging services in accordance with the service guidelines.
• Receive and log complaints - Record complete details of the service requests / complaints from employees. Assign Unique Identity numbers for all service requests / complaints
• Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers
• Assign and Dispatch - Assign specific service provider based on the nature of request / complain
• Follow- up on completion - Close service requests by regularly following up with respective service assignee and record response times
• Occupier feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure
• Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls
• Responsible for handling of incoming and outgoing calls including distribution. Making sure to demonstrate professional and polite responses in telephone responses
• Responsible for maintaining the telephone registers including call tracking
• Coordinate with Internal TR coordinator for all the meetings for special requests like projector, AV equipments etc.,
• Provide assistance in general administrative activities as required
• Contribute to the Monthly Management Report
• Participate in Emergency Evacuation procedures including crisis management and business continuity
• Perform other duties as required by Cushman & Wakefield
• Work closely with Engineering and Facilities in relation to the completion of work orders/ contractor management and agreed operational procedures
• Work closely with Administration in relation to the payment of invoices for tasks routed through Helpdesk
• Adhere to Cushman & Wakefield SLA & KPI

Qualifications & Experience Required:

• 2-5 years of relevant experience
• Any Graduate

INCO: Cushman & Wakefield