Executive - Helpdesk

Job details

Job Title

Job Description Summary

Job Description

Job Title: Helpdesk Executive

Provide first level contact and convey resolutions to TM’s issues
Circulate day to day activities and Events
Support Space queries
Support TMs attendance and maintain leave trackers
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk TMs through problem solving process
Follow up with TMs, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed TMs’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Follow Standard help desk procedures
Log all help desk interactions
Administer help desk software
Responding to Queries of Staff in person or through Chat, email or Phone on all company supported applications.
Redirect problem to correct resource
Serve as liaison between Residents and the Staff to resolve issues.
Follow up with Residents and management to ensure complete resolution of issues and document Resolutions for further reference
Prepare Weekly Activity Report about Issues raised by the residents and proper action taken on it by the respective department
Resolve technical problems with Local area networks and Wide area networks.
Identify and escalate situation requiring urgent attention
Track & route problems and requests
Share weekly helpdesk data in excel

Requirements and skills

INCO: “Cushman & Wakefield”