Role Summary:
The Help Desk Executive serves as the primary point of contact for facilities-related requests, complaints, and service inquiries from tenants, residents, or internal stakeholders. This role coordinates between end-users and maintenance teams to ensure timely resolution of issues, tracks service requests through completion, and maintains accurate records to support smooth facility operations.
Key Responsibilities:
- Manage the facilities help desk (phone, email, and/or ticketing system), logging all service requests and complaints accurately
- Triage and prioritize requests based on urgency (e.g., safety hazards, equipment breakdowns, routine maintenance)
- Assign work orders to appropriate maintenance staff, vendors, or contractors and track progress until closure
- Follow up with requesters to confirm resolution and satisfaction
- Escalate unresolved or high-priority issues to the Facilities Manager promptly
- Maintain and update the facilities management software/CRM with accurate status, timelines, and resolution notes
- Generate periodic reports on ticket volume, turnaround time, recurring issues, and vendor performance
- Coordinate scheduling for preventive maintenance, inspections, and vendor visits
- Liaise with external vendors and service providers for repairs, AMC (annual maintenance contract) renewals, and emergency callouts
- Maintain records of warranties, service contracts, and equipment maintenance history
- Support audits and compliance checks related to facility safety and statutory requirements
- Handle petty administrative tasks such as inventory tracking for maintenance supplies, if required
Required Qualifications:
- Bachelor's degree in any discipline; a degree/diploma in facilities management, business administration, or a related field is a plus
- 2–5 years of experience in a help desk, customer service, or facilities coordination role, preferably within real estate, property management, or hospitality
- Working knowledge of MS Office (Excel, Word, Outlook)
- Strong verbal and written communication skills
- Familiarity with basic facilities/maintenance terminology (HVAC, electrical, plumbing, housekeeping) is an advantage
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
