A. Help Desk Operations
Manage the help desk and act as the first point of contact for queries, requests and complaints.
Receive and register complaints/service requests through phone, email, WhatsApp or help desk software.
Provide accurate information and assistance to employees, residents, visitors and other stakeholders.
Maintain a professional, courteous and helpful approach at all times.
Ensure proper handover of pending requests to the next shift.

B. Complaint & Request Management
Record all complaints and service requests in the Help Desk Register/System.
Generate complaint/request numbers wherever applicable.
Categorize requests department-wise and assign them to the concerned team.
Monitor the status of open complaints and follow up with concerned departments.
Ensure complaints are closed within the defined turnaround time (TAT).
Escalate delayed or critical complaints to the supervisor/manager.

C. Coordination with concerned departments
Follow up with respective departments until the issue is resolved.
Confirm closure with the complainant/requestor wherever required.

E. Records & Reporting
Maintain daily Help Desk reports.




Prepare daily/weekly/monthly complaint and service-request reports.
Maintain records of:
Open complaints
Closed complaints
Pending complaints
Escalated complaints
Department-wise complaints
TAT compliance
Share daily status reports with the reporting manager.
Maintain proper documentation and filing of Help Desk records.

F. Shift Responsibilities
Be available at the Help Desk throughout the assigned shift.
Maintain proper shift handover and takeover.
Ensure no complaint/request remains unattended during shift change.
Inform the incoming shift about all pending, urgent and VIP-related matters.
Maintain discipline and professional conduct at the Help Desk.
Required Skills
Valuable communication and interpersonal skills.
Basic computer knowledge, including MS Word and Excel.
Good telephone and email etiquette.
Robust follow-up and coordination skills.
Qualified and customer-friendly attitude.
Ability to work in rotational shifts, including weekends/holidays if required.

Pay: From ₹180,000.00 per month

Work Location: In person

📌 Helpdesk Executive Gurugram
🏢 CENTRAL PARK RESORTS
📍 Gurugram