Helpdesk Executive

Overview

Helpdesk Executive reporting to the Assistant Manager, Facilities – Soft Services, handling helpdesk queries, front desk, goodies distribution, mail room and key management for an on-site client facility.

What you'll do

• Answer, record and resolve all queries, questions, complaints and feedback raised by internal customers, addressing them through automation software or mail within prescribed timelines.
• Arrange meeting and conference room logistics.
• Prepare daily reports including timeliness of repairs and reasons for delays.
• Monitor daily checklists and snags using the facility management tool and send a daily report to the Manager.
• Record and track all requests, feedback, suggestions and complaints within the scope of the contract.
• Operate the help desk per client management guidelines, assisting employees with seat booking, operational support and queries.
• Attend and resolve day-to-day helpdesk problems to closure, including those related to Book It, relocation, employee accommodation and events.
• Perform ad hoc duties and tasks as assigned by the Manager.
• Coordinate goodies delivery and recovery across Mumbai local and outstation locations, route segregation, and timely tracking with the courier agency, with weekly delivery and recovery reports.
• Provide front office and receptionist services at required locations during prescribed timings, greeting visitors courteously, managing visitor sign-in/out and badges, and keeping the reception area clean and orderly.
• Notify hosts of visitor arrivals, and ensure visitors are escorted or issued a Security Pass before going beyond reception.
• Attend and route incoming and outgoing calls, and maintain office extension numbers and the service provider contact list.
• Assist the Admin department and other support departments as required.
• Coordinate and supervise meeting room setup and lunch arrangements for client visits, senior meetings and interviews.
• Handle food coupons for new joiners, travel insurance for employees travelling abroad, workstation allotment for new joiners, and hotel bookings with tracker maintenance.
• Operate the mail room, receiving and logging incoming mail and couriers, delivering official letters against countersign, sorting inward courier, and tracking outstanding proof-of-delivery records.
• Manage outgoing mail and couriers and maintain related records, trackers and proof of delivery.
• Manage key handover for new resources and key collection from resigning resources, maintaining the key tracker.
• Maintain help desk, DSR, MMR, weekly, complaint, visitor, telephone, inventory, workstation, courier and key registers and reports.

Details

• Location: on-site in Pune, Maharashtra.
• Scheduled weekly hours: 48.