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Helpdesk Operations
● Manage and supervise daily helpdesk activities for tenants and occupants.
● Ensure timely registration, assignment, tracking, and closure of service requests.
● Maintain accurate records of complaints, requests, and resolutions through the helpdesk system.
● Ensure high levels of customer satisfaction through prompt response and effective issue resolution.
Facility Helpdesk Management
● Act as the primary point of contact for facility-related concerns.
● Coordinate with maintenance, engineering, security, housekeeping, and other support teams for issue resolution.
● Monitor service quality and ensure adherence to operational standards.
Coordination & Stakeholder Management
● Liaise with tenants, vendors, contractors, and internal facility teams.
● Conduct regular follow-ups to ensure timely completion of assigned tasks.
● Support facility management activities and occupant engagement initiatives.
Housekeeping Management
● Coordinate housekeeping services and monitor cleanliness standards across common areas.
● Conduct periodic inspections and ensure compliance with hygiene and housekeeping protocols.
● Address housekeeping-related complaints and implement corrective actions.
Fire & Safety Compliance
● Support implementation and monitoring of fire and safety procedures.
● Coordinate routine fire drills, safety inspections, and emergency preparedness activities.
● Ensure compliance with statutory safety regulations and building safety standards.
SLA Monitoring & Reporting
● Monitor and track Service Level Agreement (SLA) compliance for all facility services.
● Generate periodic MIS reports on service requests, response times, and closure status.
● Analyze performance metrics and recommend process improvements.
● Escalate critical issues and ensure timely corrective actions.
Required Skills & Competencies
● Strong knowledge of Helpdesk Operations and Facility Management.
● Experience in SLA monitoring and performance tracking.
● Good understanding of Housekeeping, Fire & Safety, and Building Operations.
● Excellent communication, coordination, and customer service skills.
● Proficiency in MS Office and Helpdesk Management Systems.
● Strong problem-solving and team management abilities.
Qualification
● Graduate in any discipline.
● Degree/Diploma in Facility Management will be an added advantage.
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