Helpdesk Executive

Overview

Helpdesk Executive role reporting to the Assistant Manager, Facilities – Soft Services, responsible for helpdesk operations and front desk, mail room, goodies distribution and key management services at a client site.

What you'll do

• Answer, record and resolve all queries, questions, complaints and feedback raised by internal customers, addressing them through automation software or mails 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.
• 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.
• Manage goodies delivery and recovery across Mumbai local and outstation routes within agreed turnaround times, track items with the courier agency, and share weekly delivery/recovery reports.
• Provide front office services at required locations, greeting visitors courteously, issuing visitor passes and signing visitors in and out.
• Maintain front office and reception area cleanliness and presentation, and ensure receptionist coverage during prescribed timings.
• Attend and divert incoming and outgoing calls, and maintain office extension numbers and an updated service provider contact list.
• Coordinate meeting room setup and lunch arrangements during 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.
• Manage mail room operations, receiving and logging incoming mail and couriers, delivering official letters against countersign, tracking proof of delivery, and dispatching outgoing mail.
• Handle key handover for new joiners and key collection from resigning employees, maintaining the key tracker.
• Maintain reports and registers including help desk report, DSR, MMR, weekly reports, complaint register, visitor register, telephone records, inventory checklist, workstation report, courier register and key register.

Details

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