Help Desk Executive

1 week ago


Pune, India Kolte-Patil Developers Limited Full time

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

  1. 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.
  2. Provide work orders / job requests to the operation and maintenance personnel for every user request / complaints.
  3. Reconcile and close out all client work orders and implement follow-up actions for work orders that remain open.
  4. Escalate the unresolved complaint as per the escalation matrix. Any critical complaint to be reported to client representative immediately on receipt of complaint
  5. Initiate appropriate emergency procedures as required due to system failures or alarm conditions in accordance with standard operating procedure.
  6. Update caller on status of call and get feedback after successfully completion of the call.
  7. 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.
  8. 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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