Helpdesk Executive

KEY TASK AND RESPONSIBILITIES:

Role responsibilities are varied; they include but are not limited to the following-

• Provide Call logging services in accordance with the service guidelines.
• Receive and log complaints - Record complete details of the service requests / complaints from employees of (Client). Assign Unique Identity numbers for all service requests / complaints.
• Use the automation tool to 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 and assist Building Engineers in job card analysis
• Ensure compliance of client regulations
• Support Facilities Management activities as required
• Contribute to the Monthly Management Report by providing timely and accurate data
• Support in managing all Health and Safety related requirements.
• Perform other duties as required by Client
• Work closely with Invoicing SPOC in relation to providing supporting documents and information for invoicing
• Work closely with Soft Services, Engineering and Property Management teams in relation to the completion of work orders/ contractor management and agreed operational procedures
  
  

Education and Experience Any Bachelor’s degree. between Three- and Five -years’ experience in Facility (OR) Property Management. Experience in Helpdesk Operations and use of ticketing tool will be an added advantage.

Must have’s

• A customer-service orientation at the core
• Good written and oral communication skills.
• Being always professional and with a positive attitude.

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