Helpdesk Executive Position Overview

The Helpdesk Executive serves as the first point of contact for all service requests and queries within the organization. This role ensures seamless service delivery through a licensed technology platform, maintaining high standards of customer service and operational efficiency.

Key Responsibilities
- Manage helpdesk operations through the designated licensed technology platform
- Log and track all service requests received via phone, email, portal, or walk-in
- Monitor complaint resolution within established SLA/TAT timelines
- Coordinate with relevant departments and vendors to ensure timely issue resolution
- Prepare monthly helpdesk performance reports with key metrics and analysis
- Manage user feedback and address complaints professionally
- Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions
- Escalate critical issues following established escalation procedures
- Maintain accurate ticket documentation and ensure proper categorization




- Provide professional customer service to all employees, visitors, and stakeholders

Qualification Experience
- Bachelors degree or Diploma in any discipline
- 1-3 years of experience in helpdesk operations, customer service, or administrative support
- Hands-on experience with ticketing systems or CMMS platforms (ServiceNow, Freshdesk, Zendesk, or similar)
- Previous experience in corporate environments or facility management preferred

Required Skills

Technical Competencies:
- Proficiency in helpdesk/ticketing platforms and service management systems
- Strong command of Microsoft Office Suite, particularly Excel for reporting
- Understanding of SLA/TAT management and performance metrics
- Ability to generate reports and analyze helpdesk data

Communication Skills:
- Excellent verbal and written communication in English (regional language is a plus)
- Skilled phone etiquette and email correspondence
- Active listening an

📌 Facilities Helpdesk Executive (Gurugram)
🏢 Jones Lang LaSalle (JLL)
📍 Gurugram