Global Helpdesk Executive

Job Summary

Job Description - Global Helpdesk Executive

Role Purpose

To act as the first point of contact for Global Helpdesk operations, ensuring timely response, efficient ticket management, SLA adherence, and seamless stakeholder communication to deliver an exceptional employee experience.

Location

Gurugram

Department

Facilities

Reporting To

Facilities Manager / Account Manager

Shift

Flexible (07:00 AM-03:00 PM / 03:00 PM-11:00 PM)

Key Responsibilities

• Receive, log, assign, track, and close service requests through helpdesk platforms.

• Manage Global Helpdesk emails and respond within defined SLA timelines.

• Act as the first point of contact for service requests through voice and email support.

• Ensure all requests are accurately recorded and promptly actioned.

• Coordinate with technicians, vendors, and FM teams for timely issue resolution.

• Monitor ticket queues and ensure SLA/TAT compliance.

• Follow up on all open requests through to closure and provide regular status updates to requesters.

• Manage conference and meeting room bookings as required.

• Escalate critical incidents as per the escalation matrix and notify management during emergencies.

• Prepare and maintain daily, weekly, and monthly MIS reports, dashboards, and call status summaries.

• Identify recurring issues and recommend process improvements.

• Provide support to other facilities functions as needed.

  Skills Competencies

• Strong verbal and written communication skills.

• Excellent customer service and stakeholder management abilities.

• Strong analytical, problem-solving, and organizational skills.

• Ability to work independently and manage multiple priorities.

• Good understanding of helpdesk operations, ticket management, and SLA governance.

  Technical Skills

• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)

• Proficiency in Power BI.

• Experience with ServiceNow, Jira, Freshservice, Zendesk, or similar ticketing tools.

  Qualifications Experience

• Bachelors degree in any discipline.

• Minimum 5 years of experience in Helpdesk, Service Desk, or Customer Support functions.

• Experience supporting global stakeholders will be an added advantage.

  Scheduled Weekly Hours

48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.