Facility Helpdesk Executive

Genius Consultants; Bengaluru; On-site; INR 250,000 - 360,000; Full time

Job summary

Genius Consultants in Bengaluru, India is seeking Executive- Help Desk representatives to deliver prompt, courteous customer service across calls, emails and chats. The role emphasizes adherence to SLAs and collaboration with client site teams to resolve issues efficiently.

Candidates should demonstrate strong communication, basic MS Office skills and familiarity with helpdesk tools. This is an on-site position with shift-based work patterns and routine reporting responsibilities.

Qualifications

• Strong verbal and written communication skills.
• Basic knowledge of MS Office and Outlook.
• Voice and chat support experience (optional).

Responsibilities

• Handle calls, emails, chat and tickets from employees at client offices.
• Adhere to shifts and week-offs scheduled.
• Follow the standard operating process to provide effective response to customers.
• Coordinate with internal site teams to address issues and resolve requests per the SLA.
• Provide customer-centric service and reconfirm resolution with employees before closing requests.
• Ensure required reports are shared in each shift and handovers are smooth.

Skills

Verbal communication

Written communication

MS Office

Tools

MS Office

Outlook

Job description

Title: Executive- Help Desk

Business unit: IFM

Reporting to: Assistant Manager- Helpdesk

Direct Reports: NIL

Description:

Seeking customer service representatives who are focused on providing prompt, courteous and professional customer service.

• Participate in all customer service training program sessions.


• Responsible for managing calls, emails, chat and tickets raised by employees at client offices.


• Adhere to the shifts and week-offs scheduled


• The job is on work from office model, ensure that it is followed


• Answer all phone calls promptly, follow telephone etiquette and ensure to be polite and composed while dealing with customers.


• Coordinate with internal site teams to address issues and resolve requests as per the SLA.


• Provide customer centric service, ensure to re-confirm with employees on the resolution provided before closing the request.


• Have complete knowledge on Tools and Applications used by Helpdesk.


• Be aware of and follow all SLAs.


• Follow-up with the site team on pending/open issues on a day to day basis.


• Ensure all the requests are attended in shift and hand over to the Shift in-charge at the end of the shift.


• Follow the standard operating process outlined in order to provide effective response to the customer.


• Ensure all required reports are shared in respective shift.


• Incorporate feedback from activities to improve performance.

Skill set:

• Good verbal and written communication skills.


• Basic knowledge of MS Office and Outlook


• Voice and chat support experience (optional)