Global Helpdesk Executive

Overview

The Global Helpdesk Executive acts as the first point of contact for Global Helpdesk operations, ensuring timely response, efficient ticket management, SLA adherence and seamless stakeholder communication to deliver an exceptional employee experience.

What you'll do

• Receive, log, assign, track and close service requests through helpdesk platforms.
• Manage Global Helpdesk emails and respond within defined SLA timelines.
• Act as the first point of contact for service requests through voice and email support.
• Ensure all requests are accurately recorded and promptly actioned.
• Coordinate with technicians, vendors and FM teams for timely issue resolution.
• Monitor ticket queues and ensure SLA/TAT compliance.
• Follow up on all open requests through to closure and provide regular status updates to requesters.
• Manage conference and meeting room bookings as required.
• Escalate critical incidents as per the escalation matrix and notify management during emergencies.
• Prepare and maintain daily, weekly and monthly MIS reports, dashboards and call status summaries.
• Identify recurring issues and recommend process improvements.
• Provide support to other facilities functions as needed.

What you'll need

• Strong verbal and written communication skills.
• Excellent customer service and stakeholder management abilities.
• Strong analytical, problem-solving and organizational skills.
• Ability to work independently and manage multiple priorities.
• Good understanding of helpdesk operations, ticket management and SLA governance.
• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook).
• Proficiency in Power BI.
• Experience with ServiceNow, Jira, Freshservice, Zendesk or similar ticketing tools.
• Bachelor's degree in any discipline.
• Minimum 5 years of experience in Helpdesk, Service Desk or Customer Support functions.

Nice to have

• Experience supporting global stakeholders.

Details

• Location: Gurgaon, Sector 48, Haryana; on-site in Gurugram, HR.
• Shift: Flexible (07:00 AM-03:00 PM / 03:00 PM-11:00 PM).
• Scheduled weekly hours: 48.
• Reporting to: Facilities Manager / Account Manager.
• Department: Facilities.