Executive - Helpdesk

Job description

Job Title Executive - Helpdesk Job Description Summary Job Description Role Title: Helpdesk Executive Division/Region: North Line of business: PMSI Location: Krisumi Waterfall Residencies Gurgaon Part Time, Full Time, or Fixed Term Contract: Full Time Job Classification: Bachelor’s degree in any discipline (preferably in Administration, IT, or Facilities Management) Job Profile: Custodial_S2 1.2. Reporting Relationships This role will report into Site Manager 1.3. Scope of Role The Helpdesk Executive is responsible for receiving, logging, and coordinating the resolution of service requests, incidents, and queries from clients and internal teams. This role ensures timely communication, proper documentation, and follow-up to maintain service quality and client satisfaction. The Helpdesk Executive acts as the first point of contact, providing accurate information and routing requests to the appropriate teams for resolution. 1.4. Key Relationships Internal Relationships: Site Managers / Supervisors, Operations & Maintenance Teams, Administration and Support Functions External Relationships: Clients / Client Representatives, Contractors and Subcontractors, Vendors and Suppliers 1.5. Job Purpose The purpose of this role is to deliver efficient and professional helpdesk support by promptly managing incoming service requests, maintaining accurate records, and ensuring timely resolution in coordination with relevant teams, thereby supporting seamless operations and high customer satisfaction. 1.6. Accountabilities Key Result Area Major Activities Service Request Management Receive and log all incoming calls, emails, and service requests in the helpdesk system. Assign tickets to the relevant department/technician. Monitor ticket status to ensure timely closure. Communication & Coordination Act as the first point of contact for clients and internal teams. Provide updates on request status to stakeholders. Coordinate between clients, vendors, and internal teams for smooth resolution. Data Accuracy & Documentation Maintain accurate records of all service requests and resolutions. Ensure proper documentation in the helpdesk system. Generate daily/weekly/monthly reports for management review. Service Quality & Compliance Ensure adherence to agreed service-level agreements (SLAs). Follow company protocols and HSE guidelines while handling service requests. Escalate unresolved issues to higher authority as per procedure. Customer Satisfaction Ensure prompt, polite, and professional responses to all queries. Gather client feedback on service quality. Assist in implementing improvements based on feedback. Documentation & Reporting Maintain complaint trackers, Submit periodic Daily, MIS, MMR reports to management. Other Proactively review workplace systems / processes to innovate and continuously improve the business performance and workplace experience Performs other duties as requested by your direct manager Occasional requirement to work extended hours during peak times or to assist with major functions/events Development of operational standards / playbooks / operating manuals for all aspects of the business General Responsibilities Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities Actively participate within a community or practice group by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full-service offer to clients and staff is available Comply with Cushman & Wakefield policy 1.7. Background & Experience 1–3 Years of experience in a helpdesk, customer service, or administrative coordination role. Experience in facilities management, property management, or technical service environments preferred. 1.8. Qualifications & Technical Skills Bachelor’s degree in any discipline (preferably in Administration, IT, or Facilities Management). Additional certification in customer service, IT helpdesk operations, or facility management will be an advantage. Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint). Familiarity with helpdesk ticketing software or systems. Basic understanding of building systems and maintenance terminology. Strong communication and interpersonal skills. Ability to multitask and work under pressure. Problem-solving mindset and attention to detail. Customer-oriented approach with a professional. Occupation Specific Capabilities: Helpdesk Operations Management Client & Stakeholder Communication Coordination & Follow-Up Data & Reporting System & Tool Proficiency Compliance & Service Quality Problem-Solving & Escalation Organisational Core Capabilities: D RIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities. R ESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes. I NCLUSIVE: We value curiosity and collaboration. We seek out different perspectives, listen actively and turn feedback into solutions. V ISIONARY: We foster forward thinking. Our continuous quest for improvement is guided by our desire to design a better future for our colleagues, clients and communities. E NTREPRENEURIAL: We act like owners. We are resourceful, creative, and agile, and we balance competing needs to create impactful solutions for the real estate industry. D RIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities. Individual Contributors Proactively sets and pursues ambitious goals that advance client and colleague success, articulating the anticipated impact. Break down goals into actionable tasks and routinely review progress to overcome obstacles and ensure timely achievement. Actively communicates with stakeholders to align objectives and progress reports, demonstrating accountability and a commitment to exceeding expectations. People Managers Cultivates a culture deeply invested in elevating client and colleague success , always looking to contribute that critical '1% more'. Encourages and supports team members to set and achieve goals that stretch their capabilities while remaining achievable. Facilitates access to resources and removes obstacles, ensuring the team can fulfill their commitments and drive impactful outcomes. Executives Strategically connects team initiatives to the company’s mission and client success , communicating the value of these actions both internally and externally. Identifies and dismantles barriers to progress , ensuring the team has the momentum and support needed to deliver on commitments. Engages with stakeholders to forge strong alignments , facilitating the delivery of innovative solutions that propel the organization forward. R ESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes. Individual Contributors on outcome Proactively identifies issues and contributes to solutions , demonstrating adaptability to evolving circumstances. Regularly develops and communicates contingency plans ('Plan B') to ensure continuous progress towards objectives. Embraces a learning-oriented approach , analyzing and sharing lessons from mistakes to foster collective knowledge. Demonstrates agility in adjusting to changing priorities and maintains progress with a focus delivery. People Managers Leads change effectively by translating it into actionable steps for the team and addressing uncertainties head-on. Effective communicator , guiding teams through transitions with clear communication. Encourages the team to think creatively about solving problems , assessing, and implementing alternative strategies for success. Coaches team members to build their resilience , fostering a culture that values adaptability and collective problem-solving. Executives Seizes opportunities in uncertain times , aligning team actions with broader organizational goals and client needs. Ensure organizational agility by seeking and encouraging alignment across different teams during change . Models’ resilience by focusing on strategic goals, enabling the organization to navigate and grow through adversity. INCO: “Cushman & Wakefield”