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Help Desk Executive
1 week ago
Position Title: Help-desk Executive
Reports To: Facility Head
Reporting to this Position: On site helpdesk team & Recovery Team
Job Summary
Responsible to attend all log calls landing at the help-desk and direct the complaint/request to the concerned vendor/department based on the nature and criticality / priority of the call and tracking until the time of its completion.
Key Roles and Responsibilities
Strategic Focus
Timely resolution , tracking & Data recording of internal & external customer complaints.
Operational Focus
- Attending to and log calls landing at the help-desk and direct the complaint/request to the concerned vendor/department based on the nature and criticality/priority of the call and tracking till the time of its completion.
- Provide work orders / job requests to the operation and maintenance personnel for every user request / complaints.
- Reconcile and close out all client work orders and implement follow-up actions for work orders that remain open.
- Escalate the unresolved complaint as per the escalation matrix. Any critical complaint to be reported to client representative immediately on receipt of complaint
- Initiate appropriate emergency procedures as required due to system failures or alarm conditions in accordance with standard operating procedure.
- Update caller on status of call and get feedback after successfully completion of the call.
- Maintain contact with appropriate maintenance personnel when conditions occur requiring on-site repair, providing information regarding system conditions and problem location and assistance in correcting problem.
- Prepare daily / weekly / monthly MIS including time taken for call completion, manpower utilized, pending calls, cost incurred, etc.
- Provide information to occupants on general inquiries.
- Provide daily, weekly, monthly MIS on the complaints received with status
- Maintenance recovery and coordination with customer
- All facility department operational round report and coordination with team
People Focus
- Knowledge of customer service and public relations techniques.
- Telephone etiquette and procedure.
- Communicate verbally with users in English and in a professional manner.
- Understand and follow oral and written instructions.
- Use good judgment in making decisions.
- Ability to write basic correspondence.
- Basic computer operations.
- Standard methods of filing
- Awareness of use of standard office machines and specialized office equipment.
Education and Experience
Graduation from Hospitality
Minimum 3 years’ experience in the relevant field.
Leadership Competencies and Skills
Candidate should have good negotiation skill
Well-developed interpersonal skills are required.
Excellent time management and organizational skills
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