Job Description

Job Title

Executive - Helpdesk

Position Requested

Job Title: Helpdesk Executive

Looking for a customer service-oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

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”