Help Desk Executive

1.. Complaint Management

* Receive complaints from employees, tenants, clients, and visitors.

* Register complaints in the Help Desk Management System.

* Generate complaint tickets and allocate them to the concerned departments.

* Monitor complaint status until closure.

2\. Maintenance Coordination

* Coordinate with the Electrical, HVAC, Plumbing, Civil, and Carpentry teams.

* Register maintenance requests and breakdown complaints.

* Follow up with technicians and engineers for timely resolution.

* Escalate emergency and critical complaints to management.

3\. Soft Services Coordination

* Handle complaints related to housekeeping and cleaning.

* Coordinate with security personnel.

* Monitor washroom cleanliness and common-area maintenance.

* Coordinate pest control and waste management services.

4\. MEP & Technical Support

\- Handle complaints related to:

* AC and HVAC systems.

* Electrical breakdowns.

* Plumbing and water supply.

* DG sets and UPS.

* Elevators and escalators.

* Fire alarm and safety systems.

5\. Ticket Management & SLA Monitoring

* Maintain complaint records.

* Monitor SLA (Service Level Agreement) timelines.

* Track pending, open, and closed complaints.

* Ensure complaints are resolved within the defined TAT.

* Escalate overdue complaints.

6\. Reporting & Documentation

* Prepare daily, weekly, and monthly reports.

* Maintain complaint registers.

* Prepare department-wise complaint reports.

* Maintain maintenance and service records.

* Share daily updates with facility managers.

### 2\. Daily Activities

| Time/Activity | Job Responsibility |

| ------------------ | ------------------------------------- |

| Morning | Check pending complaints |

| Throughout the day | Receive calls and register tickets |

| During operations | Coordinate with technicians |

| Follow-up | Monitor complaint resolution |

| Escalation | Inform managers about critical issues |

| End of day | Prepare daily MIS reports |

### 3\. Important Skills Required

* MS Excel and MS Office.

* Help Desk Management Software.

* Good communication skills.

* Customer and tenant handling.

* Basic knowledge of MEP services.

* Knowledge of HVAC, electrical and plumbing.

* SLA and TAT monitoring.

* Complaint management and escalation.

* MIS reporting.