Job Description – Helpdesk Executive
Reporting to: Asst. Manager, Facilities – Soft Services
Duties & Responsibilities
Helpdesk Management
•Answer, record & resolve all queries, questions, complaints, feedback raised by internal customers, duly addressed through automation software / mails within prescribed timelines post receipt of the complaint.
•Meeting/conference room logistic arrangements.
•Prepare daily reports including timeliness of repairs and reasons for delays.
•Monitor the daily checklists/snags with the help of the Facility management tool and send a daily report to the Manager.
•Record and track all/any request/feedback/suggestion/complaints as described above and under scope of this contract.
•Operate help desk as per the guidelines provided by client Management. These services pertain to assisting/guiding employees with respect to seat booking, other operational support & queries.
•Attending problems on Helpdesk and resolving them to closure, occurring on a day-to-day basis.
•Responding to and resolving problems related to Book It, relocation, accommodation of employees, events, etc.
•Responsibility for all adhoc duties and tasks as assigned by Manager.
Goodies Distribution (Delivery and Recovery)
•Maintaining details (Mumbai Local/Outstation).
•Route segregation as per the requirement.
•Distribution/collection within given timeline for both local and outstation.
•Once delivered, data is updated to the requester on a weekly file.
•Agency to deliver/recover the goodies as per the TAT and shared with client.
•Timely tracking of goodies and ensure necessary follow-up with courier agency team.
•Sharing consolidated delivery/recovery report on a weekly basis.
Front Desk Management
•Provide Front Office services at required locations. Conduct of the front office attendant and upkeep of the front office area will be the key measure to assess the performance of the front office services provided by the service provider.
•Make receptionist services available as per the prescribed timings.
•Ensure that all customers, users, or visitors are greeted with a courteous and inviting attitude, to a standard to the reasonable satisfaction of Client.
•Train the receptionist to notify the host of his/her visitor's arrival. Ensure the receptionist greets all visitors.
•Visitors will not be allowed beyond the reception areas without being escorted by their host or having been issued with a Security Pass.
•Ensure the receptionists carrying out the service are always smartly dressed.
•Ensure that all visitors at Client's sites must be signed in and out and given a visitor's badge for that day.
•Ensure the cleanliness and upkeep of the front office/reception area to reflect the corporate image of Client. The waiting area should always be in order, with newspapers, flower arrangement, and telephone in place and arranged neatly.
•Ensure an immediate replacement is available in case the Front Office resource resigns from the service or stops attending work.
•Always keep an updated service provider contact list.
•Maintain office extension numbers for the Client facility.
•Attend all incoming/outgoing calls & divert calls as needed.
•Assist Admin department & other support departments, as required from time to time.
•Coordinate & supervise meeting rooms setup, lunch arrangements, etc. during client visits/senior meetings & interviews.
•Handle food coupons for new joiners.
•Take care of travel insurance for employees who travel abroad.
•Take care of workstation allotment to new joiners by coordinating with Spock. Make entries in the portal with correct information. Prepare workstation occupancy report with required details.
•Take care of hotel booking for all employees and maintain tracker.
Mail Room Services
•Responsible for the operations of the mail room, either directly or through an external agency.
•Responsible for receiving mail delivered by the Postal Service, local and international couriers.
•Receive all incoming mail, couriers, etc., make a log entry. Official letters to be delivered on desk against a countersign by receiver.
•Maintain proper tracker, registers, emails, & other documentation pertaining to mailroom operations.
•Monthly statistical reports on internal mailing operations.
•Sorting and delivery of inward courier.
•Track and follow up on outstanding Proof-of-Delivery (POD)/Delivery Order.
•Manage all incoming/outgoing couriers/mails & maintenance of related records, trackers & proof of delivery. Timely delivery of incoming mails/couriers to intended recipient. Timely dispatch of outgoing mails/couriers. Up-to-date records of incoming + outgoing mails/couriers.
Key Management
•Key handover for new resources & key collection from resigning resources. Ensure tracker is maintained.
Reports & Documents Management
•Help Desk report, DSR, MMR, Weekly reports, Complaint register, etc.
•Visitor register, Telephone records, DSR, MMR, Inventory checklist.
•Tracker, Monthly Workstation Report.
•Courier incoming/outgoing register; DSR, MMR, etc.
•Key register and Key tracker.
Location: On-site – Pune, MH
Scheduled Weekly Hours: 48
