Helpdesk Executive

Reporting: Property Manager

CTC: 32,000 per month

The Helpdesk Executive serves as the primary point of contact for residents, addressing queries, complaints, and requests to ensure timely resolution and high

satisfaction. The role involves managing helpdesk operations, coordinating with technical and soft services teams, maintaining accurate records, and facilitating

amenity bookings to enhance resident experience in a residential complex.

Key Responsibilities And Accountabilities

• Resident Follow-up and Complaint
• Query Logging: Record resident requests and complaints received via phone, email, or in- person in the helpdesk system, ensuring 100% accuracy.
• Assignment and Tracking: Assign queries to technical or soft services teams immediately and track progress to ensure closure within defined Turnaround Time (TAT).
• Root Cause Analysis: Document the root cause for each request and update the system to support pattern analysis and corrective actions.
• Emergency Escalation: Notify the facility manager or site team promptly for emergency situations, ensuring rapid response.
• Resident Follow-Up: Follow up with residents to confirm satisfactory closure of requests, addressing any outstanding concerns.
• Database and Administrative Support
• Resident Information: Maintain an updated database of client contact details, emergency contacts, and stakeholder information in the helpdesk module.
• Access Control: Facilitate issuance of ID and access control cards for residents after verifying documentation, maintaining accurate logs.
• SOP Adherence: Ensure compliance with company policies, client guidelines, and standard cooperating procedures (SOPs) in all operations.
• Duty Roster: Prepare and coordinate duty rosters with the site team to ensure seamless operations.
• Attendance and SLA Support: Assist in month- end closing of staff attendance and vendor Service Level Agreement (SLA) compliance reports.
• Amenity Booking Management
• Booking Coordination: Manage bookings for amenities (e.g., clubhouse, gym, banquet hall), ensuring accurate scheduling and resident communication.
• Payment Tracking: Monitor and record payments for amenity bookings, issuing receipts and maintaining financial logs.
• Booking Updates: Provide residents with timely confirmations and updates on availability, addressing conflicts promptly.
• Communication and Circulars
• Resident Communication: Send circulars, emails, and notices to residents using approved templates, ensuring clarity and professionalism.
• Query Response: Respond to resident inquiries consistently within defined TAT, maintaining a courteous and solution-oriented approach.
• Internal Coordination: Liaise with technical, soft services, and management teams to relay critical updates and ensure alignment.
• Vendor and Service Coordination
• Service Follow-Up: Monitor scheduled cleaning, technical, and maintenance services as per monthly plans, ensuring adherence to standards.
• Vendor Bill Tracking: Maintain a tracker for vendor bills, verifying accuracy and coordinating with the site manager for approvals.
• Equipment Complaints: Log complaints for equipment breakdowns with service providers, tracking resolution timelines.
• MIS and Reporting
• Report Generation: Prepare and circulate daily, weekly, fortnightly, and monthly Management Information System (MIS) reports on complaints, requests, and amenity usage.
• Complaint Analysis: Analyze complaint logs versus TAT monthly to identify patterns and recommend corrective actions.
• Ad Hoc Reporting: Generate ad hoc reports as required by management, ensuring accuracy and timeliness.
• Record Maintenance: Keep organized records of all helpdesk activities, including vendor bills, attendance, and resident interactions.
• Customer Service Excellence
• Resident Engagement: Foster positive relationships with residents through proactive communication and empathetic handling of concerns.
• Issue Resolution: Escalate unresolved complaints to the Property Manager or relevant authority for swift closure.
• Feedback Collection: Gather resident feedback on helpdesk services and share insights with management to improve processes.
• System and Process Optimization
• Software Utilization: Ensure efficient use of helpdesk software for logging, tracking, and reporting activities, maintaining data integrity.
• Staff Management: Manage staff additions and exits in systems for attendance and operational purposes, ensuring seamless transitions.
• Process Improvement: Identify opportunities to streamline helpdesk workflows, reducing TAT and enhancing resident satisfaction.]
  
  

• Good Communication Skills
• Proficiency with helpdesk software, EPBX, printers, and office systems
• Strong phone etiquette and customer management skills
• Presentable, well-groomed, and professional demeanor
• Interpersonal skills for resident and team collaboration