Help Desk Executive

Overview

Serve as the primary communications link between the client at Powai employees and facilities management services, handling queries, requests and service issues efficiently and in line with contract standards.

What you'll do

• Answer all incoming facility-related calls fluently and courteously in English, greeting callers professionally and documenting requests clearly.
• Process service requests from employees and management via calls, email, or ticketing systems with complete details.
• Tag each request with a unique identity number to determine the nature of the issue and dispatch it to the appropriate department or vendor.
• Prioritize, log, and assign requests to relevant technical or service teams based on urgency and category.
• Proactively update callers and team members on request status, scheduled maintenance, and service completion timelines.
• Follow up on progress of each request by coordinating with assignees and monitoring response times against SLA targets.
• Provide clear instructions and manage expectations throughout the service delivery process.
• Ensure each interaction delivers an excellent customer experience through active listening, empathy, and a customer-service mindset.
• Accurately maintain records of all requests, communications, actions, and closure details in the designated FM/helpdesk system.
• Ensure documentation is audit-ready and compliant with Master Service Agreement requirements.
• Keep tabs on feedback and communicate with requestors to ensure proper task closure and satisfaction.
• Support urgent repairs and crisis situations through prompt escalation and communication to minimize business disruption.
• Assist with vendor scheduling, performance tracking, invoice validation, and attendance checks as per site policies.
• Prepare and submit daily, weekly, and monthly helpdesk reports on ticket volumes, closure times, feedback, and compliance metrics.
• Prepare monthly reports on recurring calls and service trends; assist building engineers in conducting root cause analyses.
• Contribute to monthly management reports for client stakeholders.
• Work closely with admin personnel in processing invoices and maintaining financial documentation.
• Collaborate with property, technical, engineering, and soft service teams to uphold safety, compliance, and user experience standards.
• Support development of operational procedures and process improvements in coordination with facilities departments.
• Actively participate in health and safety reviews and identify potential workplace risks.
• Participate in emergency evacuation procedures and business continuity protocols as required.

What you'll need

• Fluent English (spoken and written) is mandatory.
• 1-3 years of experience in helpdesk operations, customer service, or facilities support.
• Strong phone etiquette, interpersonal skills, and professional communication abilities.
• Excellent documentation and record-keeping skills with attention to detail.
• Proficient in MS Office (Word, Excel, PowerPoint); quick learner of FM/helpdesk software and ticketing systems.
• Superior organizational skills to manage multiple requests and priorities effectively.
• Customer-centric focus with a proven track record in delivering excellent service experience.
• Understanding of facilities management processes and service delivery workflows.
• Flexible and adaptable for shifting schedules, fast-paced environments, and ad hoc responsibilities.
• Collaborative mindset with ability to work effectively across teams and departments.

Nice to have

• Bachelor's degree in any discipline.
• Knowledge of occupational safety and workplace compliance standards.

Details

• Location: On-site, Mumbai, MH.
• Scheduled weekly hours: 48.