Job Title
Executive - HelpdeskJob Description Summary
Job Description
Role Title:
Helpdesk Executive
Division/Region:
North
Line of business:
PMSI
Location:
Krisumi Waterfall Residencies Gurgaon
Part Time, Full Time,
or Fixed Term Contract:
Full Time
Job Classification:
Bachelor’s degree in any discipline (preferably in Administration, IT, or Facilities Management)
Job Profile:
Custodial_S2
1.2. Reporting Relationships
This role will report into Site Manager
1.3. Scope of Role
The Helpdesk Executive is responsible for receiving, logging, and coordinating the resolution of service requests, incidents, and queries from clients and internal teams. This role ensures timely communication, proper documentation, and follow-up to maintain service quality and client satisfaction. The Helpdesk Executive acts as the first point of contact, providing accurate information and routing requests to the appropriate teams for resolution.
1.4. Key Relationships
Internal Relationships: Site Managers / Supervisors, Operations & Maintenance Teams, Administration and Support Functions
External Relationships: Clients / Client Representatives, Contractors and Subcontractors, Vendors and Suppliers
1.5. Job Purpose
The purpose of this role is to deliver efficient and skilled helpdesk support by promptly managing incoming service requests, maintaining accurate records, and ensuring timely resolution in coordination with relevant teams, thereby supporting seamless operations and high customer satisfaction.
1.6. Accountabilities
Key Result Area
Major Activities
Service Request Management
- Receive and log all incoming calls, emails, and service requests in the helpdesk system.
- Assign tickets to the relevant department/technician.
- Monitor ticket status to ensure timely closure.
Communication & Coordination
- Act as the first point of contact for clients and internal teams.
- Provide updates on request status to stakeholders.
- Coordinate between clients, vendors, and internal teams for