Help Desk Executive

To receive and log calls/complaints/requests from residents and customers.

• To ensure logging in all the complaints in the helpdesk software.
• To assign the queries / complaints to technical and soft services team immediately for resolution.
• To track and close the complaints in coordination with respective stakeholders.
• To ensure consistent and timely responses to customers within defined TAT.
• To escalate unresolved complaints and queries to concerned authority for closure.
• To prepare daily MIS of queries and complaint along with analysis and share with client and site lead.
• To generate and analyse report of complaints log v/s TAT, ageing, escalations on monthly basis.
• To deal politely with all the stakeholders to understand their concerns, queries, grievances.
• To notify the facility manager / site team for any emergency situations.
• To advise guest and resident on safety and emergency procedures.
• To coordinate for Id cards, entry passes for servants, maids and contr