Executive - Helpdesk

Cushman & Wakefield; Gurugram District; On-site; INR 320,000 - 460,000; Full time

Job summary

Cushman & Wakefield in Gurgaon is seeking an Executive - Helpdesk to be the first point of contact for clients and internal teams. You will log, route, and track service requests, ensuring timely resolution and documentation for quality service.

The role requires 1–3 years of relevant experience, strong communication, and a customer‑oriented approach, with adherence to SLAs and HSE guidelines.

Qualifications

• Bachelor’s degree in any discipline; admin/IT/facilities preferred.
• Certifications in customer service or IT helpdesk/ facilities management are a plus.
• Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Familiarity with helpdesk ticketing software or systems.
• Strong communication and interpersonal skills.
• Ability to multitask and work under pressure.
• Customer-oriented approach with a professional demeanor.

Responsibilities

• Receive and log all incoming calls, emails, and service requests in the helpdesk system.
• Assign tickets to the relevant department or technician.
• Monitor ticket status to ensure timely closure.
• 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.
• Maintain accurate records of all service requests and resolutions.
• Ensure proper documentation in the helpdesk system.
• Generate daily, weekly, and monthly reports for management review.
• 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.
• Provide prompt, polite, and professional responses to all queries.
• Gather client feedback on service quality.
• Assist in implementing improvements based on feedback.
• Maintain complaint trackers and submit periodic daily MIS, MMR reports to management.
• Review workplace systems and processes to innovate and continuously improve performance.

Skills

MS Office Suite

Strong communication

Interpersonal skills

Multitask under pressure

Problem solving

Customer oriented

Professional demeanor

Education

Bachelor's degree in any discipline

Certifications in customer service/IT helpdesk/facilities management

Tools

Helpdesk ticketing software

Job description

Job Title

Executive - Helpdesk

Employment Type

Full Time

Location

Krisumi Waterfall Residencies Gurgaon

Region

North

Summary

The Helpdesk Executive is responsible for receiving, logging, and coordinating the resolution of service requests, incidents, and queries from clients and internal teams. The role ensures timely communication, proper documentation, and follow-up to maintain service quality and client satisfaction.

Reporting Relationships

Reports into Site Manager.

Scope of Role

First point of contact; routes requests to appropriate teams; manages ticketing; maintains records; oversees SLA compliance; liaises with clients, vendors; escalates issues.

Responsibilities

• Receive and log all incoming calls, emails, and service requests in the helpdesk system.
• Assign tickets to the relevant department or technician.
• Monitor ticket status to ensure timely closure.
• 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.
• Maintain accurate records of all service requests and resolutions.
• Ensure proper documentation in the helpdesk system.
• Generate daily, weekly, and monthly reports for management review.
• 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.
• Provide prompt, polite, and professional responses to all queries.
• Gather client feedback on service quality.
• Assist in implementing improvements based on feedback.
• Maintain complaint trackers and submit periodic daily, MIS, MMR reports to management.
• Review workplace systems and processes to innovate and continuously improve performance.

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 is 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 demeanor.

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.