Job Title
Executive - Helpdesk
Job Description Summary
Job Description
Role Title:
Helpdesk Executive
Division/Region:
North
Line of business:
PMSI
Location:
Krisumi Waterfall Residencies Gurgaon
Part Time, Full Time,
or Fixed Term Contract:
Full Time
Job Classification:
Bachelor’s degree in any discipline (preferably in Administration, IT, or Facilities Management)
Job Profile:
Custodial_S2
This role will report into Site Manager
Internal Relationships: Site Managers / Supervisors, Operations & Maintenance Teams, Administration and Support Functions
External Relationships: Clients / Client Representatives, Contractors and Subcontractors, Vendors and Suppliers
Key Result Area
Major Activities
Service Request Management
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Receive and log all incoming calls, emails, and service requests in the helpdesk system.
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Assign tickets to the relevant department/technician.
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Monitor ticket status to ensure timely closure.
Communication & Coordination
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Act as the first point of contact for clients and internal teams.
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Provide updates on request status to stakeholders.
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Coordinate between clients, vendors, and internal teams for smooth resolution.
Data Accuracy & Documentation
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Maintain accurate records of all service requests and resolutions.
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Ensure proper documentation in the helpdesk system.
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Generate daily/weekly/monthly reports for management review.
Service Quality & Compliance
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Ensure adherence to agreed service-level agreements (SLAs).
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Follow company protocols and HSE guidelines while handling service requests.
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Escalate unresolved issues to higher authority as per procedure.
Customer Satisfaction
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Ensure prompt, polite, and professional responses to all queries.
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Gather client feedback on service quality.
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Assist in implementing improvements based on feedback.
Documentation & Reporting
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Maintain complaint trackers, Submit periodic Daily, MIS, MMR reports to management.
Other
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Proactively review workplace systems / processes to innovate and continuously improve the business performance and workplace experience
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Performs other duties as requested by your direct manager
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Occasional requirement to work extended hours during peak times or to assist with major functions/events
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Development of operational standards / playbooks / operating manuals for all aspects of the business
General Responsibilities
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Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards
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Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
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Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions
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Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities
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Actively participate within a community or practice group by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield
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Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients and staff is available
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Comply with Cushman & Wakefield policy
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1–3 Years of experience in a helpdesk, customer service, or administrative coordination role.
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Experience in facilities management, property management, or technical service environments preferred.
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Bachelor’s degree in any discipline (preferably in Administration, IT, or Facilities Management).
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Additional certification in customer service, IT helpdesk operations, or facility management will be an advantage.
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Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint).
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Familiarity with helpdesk ticketing software or systems.
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Basic understanding of building systems and maintenance terminology.
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Strong communication and interpersonal skills.
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Ability to multitask and work under pressure.
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Problem-solving mindset and attention to detail.
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Customer-oriented approach with a professional.
Occupation Specific Capabilities:
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Helpdesk Operations Management
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Client & Stakeholder Communication
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Coordination & Follow-Up
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Data & Reporting
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System & Tool Proficiency
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Compliance & Service Quality
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Problem-Solving & Escalation
Organisational Core Capabilities:
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DRIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities.
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RESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes.
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INCLUSIVE: We value curiosity and collaboration. We seek out different perspectives, listen actively and turn feedback into solutions.
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VISIONARY:
We foster forward thinking. Our continuous quest for improvement is guided by our desire to design a better future for our colleagues, clients and communities. -
ENTREPRENEURIAL:
We act like owners. We are resourceful, creative, and agile, and we balance competing needs to create impactful solutions for the real estate industry.
DRIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities.
Individual Contributors
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Proactively sets and pursues ambitious goals that advance client and colleague success, articulating the anticipated impact.
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Break down goals into actionable tasks and routinely review progress to overcome obstacles and ensure timely achievement.
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Actively communicates with stakeholders to align objectives and progress reports, demonstrating accountability and a commitment to exceeding expectations.
People Managers
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Cultivates a culture deeply invested in elevating client and colleague success, always looking to contribute that critical '1% more'.
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Encourages and supports team members to set and achieve goals that stretch their capabilities while remaining achievable.
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Facilitates access to resources and removes obstacles, ensuring the team can fulfill their commitments and drive impactful outcomes.
Executives
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Strategically connects team initiatives to the company’s mission and client success, communicating the value of these actions both internally and externally.
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Identifies and dismantles barriers to progress, ensuring the team has the momentum and support needed to deliver on commitments.
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Engages with stakeholders to forge strong alignments, facilitating the delivery of innovative solutions that propel the organization forward.
RESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes.
Individual Contributors on outcome
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Proactively identifies issues and contributes to solutions, demonstrating adaptability to evolving circumstances.
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Regularly develops and communicates contingency plans ('Plan B') to ensure continuous progress towards objectives.
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Embraces a learning-oriented approach, analyzing and sharing lessons from mistakes to foster collective knowledge.
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Demonstrates agility in adjusting to changing priorities and maintains progress with a focus delivery.
People Managers
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Leads change effectively by translating it into actionable steps for the team and addressing uncertainties head-on.
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Effective communicator, guiding teams through transitions with clear communication.
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Encourages the team to think creatively about solving problems, assessing, and implementing alternative strategies for success.
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Coaches team members to build their resilience, fostering a culture that values adaptability and collective problem-solving.
Executives
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Seizes opportunities in uncertain times, aligning team actions with broader organizational goals and client needs.
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Ensure organizational agility by seeking and encouraging alignment across different teams during change.
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Models’ resilience by focusing on strategic goals, enabling the organization to navigate and grow through adversity.
INCO: “Cushman & Wakefield”
