Help Desk Executive

Position: Help Desk Executive

Department: Property Management / Administration

Reporting To: Property Manager / Admin Manager

Job Purpose

To serve as the first point of contact for employees, visitors, and clients by handling service requests, complaints, maintenance issues, and administrative support activities, ensuring prompt resolution and excellent customer service.

Key Responsibilities

• Receive, log, track, and close help desk requests through calls, emails, and ticketing tool systems.
• Coordinate with housekeeping, security, engineering, and vendors for service request resolution.
• Monitor complaint status and ensure timely closure within defined SLA timelines.
• Maintain records of service requests, work orders, and daily reports.
• Provide front-line support to employees and visitors regarding facility-related issues.
• Escalate critical issues to the Facility Manager or concerned teams.
• Coordinate meeting room bookings and workplace support requests.
• Track asset movement, key management, and access-related requests.
• Generate daily, weekly, and monthly help desk MIS reports.
• Follow up with internal stakeholders and vendors for pending tasks.
• Ensure compliance with health, safety, and organizational policies.
• Maintain high levels of customer satisfaction through professional communication.
  
  

Required Skills

• Excellent verbal and written communication skills.
• Customer-service orientation.
• Problem-solving and coordination abilities.
• Knowledge of MS Office (Excel, Word, Outlook, PowerPoint).
• Familiarity with CAFM/Help Desk software is preferred.
• Ability to handle multiple tasks and prioritize effectively.
  
  

Educational Qualification

• Graduate in any discipline.
• Diploma or certification in Facility Management is an added advantage.
  
  

Experience

• 1-3 years of experience in Help Desk, Front Office, Administration, Customer Service, or Facility Management.
• Experience in corporate offices, commercial buildings, or FM services preferred.
  
  

Key Performance Indicators (KPIs)

• Ticket closure within SLA.
• Customer satisfaction score.
• Response time to service requests.
• Accuracy of MIS reports.
• Number of pending/open tickets.
  
  

Preferred Attributes

• Professional appearance and demeanor.
• Strong interpersonal skills.
• Ability to work in shifts if required.
• Team player with proactive approach.