Help-Desk Team Member

SkillVentory; Mumbai; On-site; INR 300,000 - 480,000; Full time

Benefits offered by this job

Pick & Drop facilities

Job summary

SkillVentory is seeking a Help-Desk Team Member to be the first point of contact for service requests in Mumbai. The role supports India GBS, logging, prioritizing and handing over work orders to Scheduling, while ensuring compliant service delivery.

You will handle calls and emails, validate requests, and maintain data quality within a rotational shift and 24x7 framework. Candidates should be graduates with strong English and MS Office skills.

Qualifications

• Graduate, fluent in English.
• 2-4 years of experience.
• Experience in a Command Centre, Helpdesk, Contact Centre, BPO, Facilities Management or Customer Service environment.
• Working knowledge of ERP (e.g., Salesforce, Maximo) is desirable.
• Understanding of reactive maintenance, priorities and SLA / KPI concepts is desirable.

Responsibilities

• Capture caller details, location, fault and access information.
• Apply contract scope, priority and SLA rules.
• Raise reactive work orders and manage the shared mailbox.
• Validate self-service requests for accuracy and completeness.
• Escalate emergencies and follow contract-specific routes.

Skills

Fluent English

Call handling

Diagnostic questioning

MS Office (Outlook, Excel)

Education

Graduate

Tools

Salesforce

Maximo

Job description

*This posting is for a Direct & Permanent role with a global food services and facilities management company having their GCC setup in Mumbai.

*This role will require working on Rotational shifts providing support 24*7. This will be a 5 days/week work from office setup.

Designation : Help-Desk Team Member

1. Purpose of the Job

This role is the first point of contact for service requests received by the Regional Command Centre. The Helpdesk Team Member captures, validates, and logs requests received by phone, email, and self-service channels, applies the correct priority and SLA, and ensures complete and accurate work orders are handed over to the Scheduling team, supporting effective and compliant service delivery from India GBS, Mumbai.

2. Dimensions

• Individual contributor handling inbound and outbound calls, shared mailboxes and self-service request queues, without direct people management responsibility.
• Creates and validates reactive work orders, escalates emergency requests and supports achievement of telephony, email and SLA / KPI targets.
• Operates in support of the Regional Command Centre from India GBS, Mumbai.

3. Context and main issues

• Capturing complete and accurate requester, location, access and fault information while handling high call and email volumes.
• Applying contract scope, classification, priority and SLA rules consistently across multiple client contracts.
• Recognizing emergency requests and following the contract-specific escalation route without delay.
• Managing incomplete, duplicate or out-of-scope requests while maintaining professional customer experience.
• Ensuring work orders handed over to the Scheduling team are complete and ready for assignment.
• Working within a shift-based environment and adhering to SOPs, data quality standards and the knowledge bank.
• Compliance with organization policies, procedures, health and safety requirements, and ethical standards.

4. Main assignments

• Handle inbound calls using diagnostic scripting to capture caller details, building location, nature of fault and access requirements.
• Check for duplicates and contract scope, apply the correct classification and priority, and raise reactive work orders in the system.
• Manage the Helpdesk shared mailbox on an oldest-first basis, raising work orders for each request and filing completed emails.
• Validate self-service requests for accuracy, completeness, location, classification and priority, and correct them where required.

• Make outbound calls to requesters to obtain missing information requested by the Scheduling team and update work orders accordingly.
• Handle calls and emails from suppliers and site engineers (e.g. attendance and job status updates), updating work orders accordingly.
• Escalate emergencies by phone, notify the named Scheduler and on-site contacts, and follow the contract-specific escalation list.
• Handle out-of-hours requests in line with the contract service matrix, logging actions clearly for the day team.
• Log customer complaints and cancellations accurately and pass them to the relevant owner for resolution.
• Keep knowledge bank information up to date, including site lead and engineer details, as changes occur.
• Participate in call and email quality reviews, coaching and refresher training, and apply feedback.
• Identify opportunities for process improvement and communicate

recommendations to the Helpdesk Team Lead.

• Perform all other duties as required.

5. Accountabilities

• Accurate and complete work orders raised within agreed telephony, email and SLA targets.
• Timely escalation of emergency and high-priority requests through the correct contract route.
• Clear and complete handovers to the Scheduling team, minimizing rework and outbound follow-ups.
• Professional and consistent customer interactions that meet quality and compliance standards.
• Contribution to continuous improvement of Helpdesk processes and knowledge content.

6. Person Specification

• Qualification: Graduate, fluent in English.
• Years of experience: 2-4 years.
• Experience in a Command Centre, Helpdesk, Contact Centre, BPO, Facilities Management or Customer Service environment.
• Working knowledge of ERP (e.g., Salesforce, Maximo) is desirable.
• Understanding reactive maintenance, priorities and SLA / KPI concepts is desirable.
• Strong call handling and diagnostic questioning skills.
• Clear and professional telephone manner, comfortable handling calls from based customers and suppliers, with familiarity with English, geography and addresses.
• Good MS Office skills, including Outlook and Excel.
• Excellent verbal and written communication skills in English.
• Ability to remain calm and make sound decisions under pressure.
• Flexible and adaptable to change, and willing to incorporate changes to duties, methods and working hours.

• Ability to work effectively in a rotational shift-based environment aligned to service hours, including nights, weekends and public holidays as rostered.
• Demonstrates organization values and behaviors.
• Strong commitment to Zero Harm and a positive safety culture.
• Successful completion of pre-employment background verification is required; client-specific screening equivalent to BPSS / DBS may apply depending on the accounts supported.

7. Additional Detais

• Role requires to work on 24*7 model, hence you will require to work in

rotational shifts

• Pick & Drop facilities are available according to the shift timings
• After few months the work location will move to Airoli.

For any queries, reachout to Sachin @ [e-mail] | 7489933132