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Technical Helpdesk Executive
Position Overview
The Technical Helpdesk Executive serves as the primary point of contact for all facility and technical service requests within the organization. This role combines technical knowledge with customer service excellence to ensure seamless coordination of MEP systems maintenance, troubleshooting, and service delivery through a licensed technology platform.
Key Responsibilities
Manage technical helpdesk operations through the designated licensed technology platform
Log and track all facility and technical service requests received via phone, email, portal, BMS alarms, or walk-in
Monitor technical complaint resolution within established SLA/TAT timelines
Coordinate with facility engineers, technicians, and vendors for MEP-related issues
Respond to Building Management System (BMS) alarms and initiate appropriate actions
Prepare monthly technical helpdesk performance reports with key metrics and trend analysis
Manage user feedback and address technical complaints professionally
Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions
Escalate critical technical failures following established escalation procedures
Conduct first-level technical troubleshooting and provide remote guidance when possible
Coordinate preventive maintenance schedules and track completion status
Maintain accurate technical documentation includi