Helpdesk Executive

Responsibilities

• Receive, log, assign, and track facility-related complaints and service requests.
• Ensure all tickets are acknowledged and closed within agreed SLAs.
• Follow up with concerned teams for timely resolution.
• Maintain daily records of complaints, requests, and closures.
• Coordinate with Housekeeping, MEP, Security, Transport, Cafeteria, Pest Control, and other service partners.
• Escalate critical issues to Facility Management when required.
• Support employee seating, workstation, and workplace-related requests.
• Track open tickets and aging requests.
• Conduct periodic follow-ups with vendors and internal teams.
• Generate daily, weekly, and monthly helpdesk performance reports.
• Serve as the first point of contact for employee concerns.
• Ensure professional communication and prompt response to users.
• Collect feedback and identify recurring issues for improvement.
• Maintain complaint trackers, asset movement records, service reports, and closure documents.
• Prepare MIS reports, trend analysis, and service performance dashboards.
• Support audit and compliance documentation requirements.
• Coordinate emergency maintenance requests.
• Track snag observations and ensure timely closure with stakeholders.
• Support event and meeting arrangements as required.

Skills

• Strong customer service and communication skills.
• Knowledge of facility management operations.
• Proficiency in MS Excel, Outlook, and reporting tools.
• Ability to manage multiple requests and prioritize effectively.
• Strong coordination and follow-up skills.
• Problem-solving and stakeholder management capabilities.

Key Performance Indicators (KPIs)

• Ticket Closure within SLA (%)
• Average Response Time
• Average Resolution Time
• Customer Satisfaction Score (CSAT)
• Repeat Complaint Reduction
• Monthly Reporting Accuracy
• Escalation Closure Rate

Location

On-site - Hyderabad, TS

Scheduled Weekly Hours

48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.