Executive - Helpdesk

Job Title

Job Description Summary

Job Description

Position: Help Desk Executive Reporting to: Facility Manager DUTIES & RESPONSIBILITIES 1. To provide call logging services in accordance with the service guidelines. 2. Receive and log complaints - Record complete details of the service requests / complaints from employees. Assign Unique Identity numbers for all service requests / complaints 3. Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers 4. Assign and Dispatch - Assign specific service provider based on the nature of request / complain 5. Follow- up on completion - Close service requests by regularly following up with respective service assignee and record response times 6. Occupier feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure 7. Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls 8. Responsible for handling of incoming and outgoing calls including distribution. Making sure to demonstrate professional and polite responses in telephone responses 9. Responsible for maintaining the telephone registers including call tracking 10. Coordinate with Internal TR coordinator for all the meetings for special requests like projector, AV equipments etc., 11. Provide assistance in general administrative activities as required 12. Contribute to the Monthly Management Report 13. Participate in Emergency Evacuation procedures including crisis management and business continuity 14. Perform other duties as required by Cushman & Wakefield C&W PROPERTY MANAGEMENT SERVICES INDIA (JOB DESCRIPTION) ______________________________________________________________________ 15. Work closely with Engineering and Facilities in relation to the completion of work orders/ contractor management and agreed operational procedures 16. Work closely with Administration in relation to the payment of invoices for tasks routed through Helpdesk