Help Desk Executive

Role Summary:

We currently have an exciting opportunity for a Helpdesk Executive in Reading. The Executive will manage the helpdesk calls, manage queries, record slack tickers, prepare reports and maintain records on a daily basis Liason with multiple functions and ensure all the tickets are close as per SLA

What the job involves:

Helpdesk Management

• Phone Calls
• Slack channel queries
• Mail communications
• Liason with multiple functions
• Regular updates

Report Management

• Maintain all day to day data
• Maintain all documents for audit purpose
• Suggest / Recommend changes or inputs required to enhance / optimize process
• Ensure routine update of database for future reference

Team Player

• Align with the team on all process
• Support for other cities during their absence
• Extend the support during business continuity
• Manage SLAs and timelines

Support FM functions in case of necessity

• Should play a role of touchpoint for Employees community
• Gather requirements / requests and channel with respective functions
• Lead the requests end to end and ensure delivery with quality and within time limit
• Bring out the challenges quickly to respective leaders / forums for quick resolutions

• Site Operations Management

• Recommend continuous quality improvement practices and implement Industry Best Practice operations
• Support other FM functions based on crisis as a cross function to balance eco system
• Liason with vendors for programs, events and ensure smooth execution
• 24/7 emergency call support and site attendance is required

• Risk Management

• Ensure a property risk management program including audits is implemented and maintained
• Ensure disaster recovering and business continuity plans are implemented and maintained
• Ensure escalation procedures and incident reporting procedures are implemented and in place
• Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalles business conduct

• Achieve Key Performance Indicators and Service Level Agreement