Help Desk Executive (Facility)

Role & responsibilities

• Monitoring and tracking all open complaints to ensure timely closure within SLA
• Escalating unresolved or delayed issues to senior management/HOD
• Prioritizing complaints based on urgency and impact
• Coordinating with vendors and third-party service providers for specialized services
• Ensuring proper follow-up with maintenance teams until issue resolution
• Maintaining service request history and documentation for audit purposes
• Preparing daily, weekly, and monthly MIS reports for management review
• Conducting feedback calls with residents after complaint closure
• Ensuring adherence to company policies, safety, and quality standards
• Managing emergency complaints and coordinating immediate response
• Supporting preventive maintenance schedules by coordinating with technical teams
• Maintaining inventory records related to maintenance requirements (if applicable)
• Assisting in facility inspections and reporting any issues proactively
• Ensuring proper ticketing system usage and data accuracy in helpdesk software
• Improving service efficiency by suggesting process improvements