Helpdesk Executive

Team: Management

**Section I: Basic information on the role**

**Job Title**

**Helpdesk Executive**

**Location**

**Thane**

**Reporting to**

**Property Manager**

**Section II: Job Purpose**

**Overall Role Objective**:

- **A helpdesk is one point of person for the interaction of owners for resolution of the queries/complaints.**

**Section III: Key Responsibilities and Accountabilities of the role**

**Role**

**Key Accountabilities**
- **Information on guidelines/ Sop’s & helping hands for the owners.**
- **Manage entire helpdesk.**
- **Submission of Daily, weekly, fortnightly & monthly report.**
- **Complaint management**
- **Vendor management**
- **Clients follow up to fit out.**
- **Processing of vendor invoice**
- **PPM Schedule**
- **Managing site inventory**
- **Co ordination with the project team and units during fit out.**
- **Deviation notice**
- **Fit out units checking.**
- **Weekly/monthly Cheque deposit to Ho (Natraj)**
- **Cam charges collection from units.**
- **Meeting with the clients & interior agency who are going to start the fit out / interior work in his /her flats.**
- **Manage entire flat interior work civil, electrical, carpentry, plumbing etc.**
- **Daily visit to ongoing fit out/Interior flats for checking of any deviation in the flats.**
- **Coordination with Client Architecture for any changes requested by the client for an approval.**

**Operational Accountabilities**
- **To receive and log calls/complaints/requests from client/staff.**
- **To assign the queries / complaints to technical and soft services team immediately for resolution.**
- **To track and close the complaints in coordination with respective stakeholders.**
- **To ensure consistent and timely responses to client within defined TAT.**
- **To analyse requests and complaints pattern and initiate corrective action on high TAT queries.**
- **To generate and analyse report of complaints log v/s TAT on monthly basis.**
- **To notify the facility manager / site team for any emergency situations.**
- **To escalate unresolved complaints and queries to concerned authority for closure.**
- **To maintain updated telephone list including emergency/ important stakeholders contacts for quick response.**
- **To maintain the client contact details in the helpdesk module/software.**
- **To provide service request responses to customer in appropriate manner within TAT.**
- **To ensure logging in all the complaints in the helpdesk software.**
- **To ensure adherence to company and client policies and SOPs.**
- **Preparing of duty roaster in coordination with the site team.**
- **Log the complaints to the service provider in case any equipment under breakdown.**
- **Submission of attendance for salary & billing.**
- **Will be responsible to ensure all necessary help are being given to the client & interior agency labours.**
- **Will be responsible for all drawing submissions and approvals to be maintained for fitout work.**
- **The contractor will coordinate with fit out executive for all minor execution issues & approval for any changes required in the flats for civil, plumbing, carpentry etc. work.**
- **Collecting & filling all details of clients & interior labours in the fit form.**
- **Preparation of fit out labours ID cards with following process of fit out guidelines**
- **Understand the design process & ensure that the interior work is completed as per the client design scope.**
- **Experience in coordination skills between client & interior labours.**
- **Excellent leadership skills to supervise the interior work in the flat.**
- **Excellent verbal and written communication skills**
- **Checking plans, drawings and coordination with the client for any changes in the plan or drawing**
- **Ensuring that all materials used and work performed are as per specifications.**
- **Ensuring that the fit out work is followed as per fit out guidelines such as adhering to timelines, no deviation in the flat, liaising with fit out executive for any changes requested by the client, etc.**
- **Liaising with clients and their representatives (architects) for any approval required in any design or drawing submitted by the client.**
- **Day-to-day management of the site, including supervising and monitoring the site labour force and the work of any subcontractors**
- **Overseeing quality control and health and safety matters on site.**
- **Ability to work as part of a team.**

**MIS and Reporting**
- **MIS generation and Reporting on daily, weekly, fortnightly & monthly basis**
- **Establish relations with clients, internal team & owners ability to perform required role & responsibility.**

**Section IV: Knowledge, Experience & Skills**

**Educational Qualifications**

**Graduation**

**Experience**

**Total Experience of 2+ years with back office.**

**Key Competencies**
- **Good communication skills in English and local language (verbal and written)**
- **Computer literate.**
- **Familiarity with office machines like EPBX, printer,