Helpdesk Executive

Key Responsibilities

• Service Request Logging: Answering phones, emails, and chat messages to record facility issues (e.g., lighting, heating, cleaning).

• Work Order Dispatch: Assigning maintenance tasks to appropriate internal technicians or external contractors.

• Ticket Management: Tracking tickets to ensure timely resolution within specified SLAs (e.g., Code 1-3 urgency levels).

• Customer Communication: Providing updates on service requests and closing out completed work orders with clients.

• Vendor/Supplier Coordination: Contacting external contractors for specialized repairs.

• Report Generation: Producing daily/monthly reports on ticket volume, resolution times, and team performance.

• Building Access & Safety: Assisting with visitor management, security alerts, and facility security protocols.

  Paradigm Integrated Facility Management Services +6

Required Skills and Qualifications

• Communication Skills: Strong verbal and written communication for communicating with technicians and building tenants.

• Technical Proficiency: Experience with Facilities Management (FM) software, CMMS systems, or Microsoft Office.

• Customer Service: Ability to handle difficult customers calmly and professionally.

• Problem-Solving: Fast, efficient troubleshooting to minimize facility downtime.

• Prioritization: Ability to multitask and handle emergencies efficiently.

• Experience: Previous experience in facility management, call centers, or customer support is usually preferred

• It is a Full Time రిసెప్షనిస్ట్ job for candidates with 0 - 6 months of experience.