The Helpdesk Executive serves as the primary point of contact for residents, addressing queries, complaints, and requests to ensure timely resolution and high satisfaction. The role involves managing helpdesk operations, coordinating with technical and soft services teams, maintaining accurate records, and facilitating amenity bookings to enhance resident experience in a residential complex.
Section III: Key Responsibilities and Accountabilities
Request and Complaint Management
Query Logging: Record resident requests and complaints received via phone, email, or in-person in the helpdesk system, ensuring 100% accuracy.
Assignment and Tracking: Assign queries to technical or soft services teams immediately and track progress to ensure closure within defined Turnaround Time (TAT).
Root Cause Analysis: Document the root cause for each request and update the system to support pattern analysis and corrective actions.
Emergency Escalation:
Notify the facility manager or site team promptly for emergency situations, ensuring rapid response.
Resident Follow-Up: Follow up with residents to confirm satisfactory closure of requests, addressing any outstanding concerns.
Database and Administrative Support
Resident Information: Maintain an updated database of client contact details, emergency contacts, and stakeholder information in the helpdesk module.
Access Control: Facilitate issuance of ID and access control cards for residents after verifying documentation, maintaining accurate logs.
SOP Adherence: Ensure compliance with company policies, client guidelines, and standard operating procedures (SOPs) in all operations.
Duty Roster: Prepare and coordinate duty rosters with the site team to ensure seamless operations.
Attendance and SLA Support: Assist in month-end closing of staff attendance and vendor Service Level Agreement (SLA) compliance reports.
Amenity Booking Management
Booking Coordination: M