Executive - Helpdesk

Job Title

Executive - Helpdesk

Job Description Summary

Job Description

Responsibilities

• Provide first level contact and convey resolutions to TM’s issues
• Circulate day to day activities and Events
• Support Space queries
• Support TMs attendance and maintain leave trackers
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk TMs through problem solving process
• Follow up with TMs, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed TMs’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Follow Standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Responding to Queries of Staff in person or through Chat, email or Phone on all company supported applications.
• Redirect problem to correct resource
• Serve as liaison between Residents and the Staff to resolve issues.
• Follow up with Residents and management to ensure complete resolution of issues and document Resolutions for further reference
• Prepare Weekly Activity Report about Issues raised by the residents and proper action taken on it by the respective department
• Resolve technical problems with Local area networks and Wide area networks.
• Identify and escalate situation requiring urgent attention
• Track & route problems and requests
• Share weekly helpdesk data in excel

Requirements and skills

• Proven working experience in providing Help Desk support
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• B. Degree in any, or equivalent

INCO: “Cushman & Wakefield”