Role Summary:

The Help Desk Executive serves as the primary point of contact for facilities-related requests, complaints, and service inquiries from tenants, residents, or internal stakeholders. This role coordinates between end-users and maintenance teams to ensure timely resolution of issues, tracks service requests through completion, and maintains accurate records to support smooth facility operations.

Key Responsibilities:
Manage the facilities help desk (phone, email, and/or ticketing system), logging all service requests and complaints accurately
Triage and prioritize requests based on urgency (e.g., safety hazards, equipment breakdowns, routine maintenance)
Assign work orders to appropriate maintenance staff, vendors, or contractors and track progress until closure
Follow up with requesters to confirm resolution and satisfaction
Escalate unresolved or high-priority issues to the Facilities Manager promptly
Maintain and update the facilities management software/CRM with accurate status, timelines, and resolution notes




Generate periodic reports on ticket volume, turnaround time, recurring issues, and vendor performance
Coordinate scheduling for preventive maintenance, inspections, and vendor visits
Liaise with external vendors and service providers for repairs, AMC (annual maintenance contract) renewals, and emergency callouts
Maintain records of warranties, service contracts, and equipment maintenance history
Support audits and compliance checks related to facility safety and statutory requirements
Handle petty administrative tasks such as inventory tracking for maintenance supplies, if required

Required Qualifications:
Bachelor's degree in any discipline; a degree/diploma in facilities management, business administration, or a related field is a plus
2–5 years of experience in a help desk, customer service, or facilities coordination role, preferably within real estate, property management, or hospitality
Working knowledge of

📌 Help Desk Executive – Facilities Ahmedabad
🏢 Shilp Group
📍 Ahmedabad