Help Desk Executive (Facility)

Gaurs; Gautam Buddha Nagar; On-site; INR 300,000 - 540,000; Full time

Job summary

Gaurs is seeking a proactive Facility Helpdesk Coordinator to monitor and track all complaints, ensure timely closures within SLA, and escalate issues to senior management. The role involves coordinating with vendors and maintenance teams for rapid resolutions.

You will maintain audit-ready service histories, generate MIS reports, and uphold safety and quality standards while driving process improvements.

Responsibilities

• Monitoring and tracking all open complaints to ensure timely closure within SLA
• Escalating unresolved or delayed issues to senior management/HOD
• Prioritizing complaints based on urgency and impact
• Coordinating with vendors and third-party service providers for specialized services
• Ensuring proper follow-up with maintenance teams until issue resolution
• Maintaining service request history and documentation for audit purposes
• Preparing daily, weekly, and monthly MIS reports for management review
• Conducting feedback calls with residents after complaint closure
• Ensuring adherence to company policies, safety, and quality standards
• Managing emergency complaints and coordinating immediate response
• Supporting preventive maintenance schedules by coordinating with technical teams
• Maintaining inventory records related to maintenance requirements (if applicable)
• Assisting in facility inspections and reporting any issues proactively
• Ensuring proper ticketing system usage and data accuracy in helpdesk software
• Improving service efficiency by suggesting process improvements

Job description

Role & responsibilities

• Monitoring and tracking all open complaints to ensure timely closure within SLA
• Escalating unresolved or delayed issues to senior management/HOD
• Prioritizing complaints based on urgency and impact
• Coordinating with vendors and third-party service providers for specialized services
• Ensuring proper follow-up with maintenance teams until issue resolution
• Maintaining service request history and documentation for audit purposes
• Preparing daily, weekly, and monthly MIS reports for management review
• Conducting feedback calls with residents after complaint closure
• Ensuring adherence to company policies, safety, and quality standards
• Managing emergency complaints and coordinating immediate response
• Supporting preventive maintenance schedules by coordinating with technical teams
• Maintaining inventory records related to maintenance requirements (if applicable)
• Assisting in facility inspections and reporting any issues proactively
• Ensuring proper ticketing system usage and data accuracy in helpdesk software
• Improving service efficiency by suggesting process improvements