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”