Helpdesk Supervisor

Job Purpose :

To serve as the first point of contact for residents, tenants, clients, and visitors; register and track service requests and

complaints; coordinate with relevant departments; and ensure timely communication and closure in line with service

standards.

Key Responsibilities :

 Receive and respond to resident, tenant, client, and visitor queries through phone, email, walk-in, or facility-

management applications.

 Register complaints and service requests accurately in the designated helpdesk system, including MyGate or

other approved platforms.

 Categorize and prioritize tickets based on urgency, impact, and service-level timelines.

 Assign and coordinate tickets with engineering, housekeeping, security, landscaping, and other relevant teams.

 Follow up on open and overdue tickets, track progress, and ensure closure within agreed timelines.

 Keep requesters informed about ticket status, expected timelines, delays, and resolution.

 Escalate emergency, safety-related, repeated, or unresolved complaints to the Facility Manager or appropriate

authority.

 Verify completion with the requester where applicable and record feedback or satisfaction ratings.

 Maintain daily logs, complaint registers, pending-ticket reports, escalation records, and shift handover notes.

 Prepare daily and periodic reports on tickets received, closed, pending, overdue, and recurring issues.

 Handle calls and complaints politely, professionally, and confidentially, even in challenging situations.

 Support resident communication, announcements, appointment coordination, and other administrative activities

as assigned.

 Coordinate with security and site teams for visitor queries and service-related access requirements, following site

procedures.

 Maintain accurate records and protect residents' and clients' personal information.

 Follow helpdesk SOPs, communication protocols, and customer-service standards.

Required Skills :

 Good verbal and written communication in English and Telugu; Hindi is an advantage.

 Customer-service mindset, patience, active listening, and professional telephone etiquette.

 Basic computer skills, including email, spreadsheets, and data entry.

 Ability to use ticketing systems, facility-management apps, or CRM tools; MyGate experience is an advantage.

 Good coordination, follow-up, prioritization, and problem-solving skills.

 Accuracy in documentation and ability to manage multiple requests at the same time.

Candidate Requirements :

 Any degree / diploma or equivalent qualification.

 1–3 years of experience in helpdesk, customer support, front office, hospitality, or facility management preferred.

 Willingness to work in shifts, weekends, or holidays as per site requirements.

 Professional appearance, punctuality, teamwork, and a service-oriented attitude.

Pay: ₹389,000.00 - ₹852,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person