Verified Job
Telesales / Telemarketing
Help Desk Executive – Facilities & Maintenance
Telesales / Telemarketing
#740088
Remote / WFH
Shilp Group ·
Job Description
Role Summary:
The Help Desk Executive serves as the primary point of contact for facilities-related requests, complaints, and service inquiries from tenants, residents, or internal stakeholders. This role coordinates between end-users and maintenance teams to ensure timely resolution of issues, tracks service requests through completion, and maintains accurate records to support smooth facility operations.
Key Responsibilities:
• Manage the facilities help desk (phone, email, and/or ticketing system), logging all service requests and complaints accurately
• Triage and prioritize requests based on urgency (e.g., safety hazards, equipment breakdowns, routine maintenance)
• Assign work orders to appropriate maintenance staff, vendors, or contractors and track progress until closure
• Follow up with requesters to confirm resolution and satisfaction
• Escalate unresolved or high-priority issues to the Facilities Manager promptly
• Maintain and update the facilities management software/CRM with accurate status, timelines, and resolution notes
• Generate periodic reports on ticket volume, turnaround time, recurring issues, and vendor performance
• Coordinate scheduling for preventive maintenance, inspections, and vendor visits
• Liaise with external vendors and service providers for repairs, AMC (annual maintenance contract) renewals, and emergency callouts
• Maintain records of warranties, service contracts, and equipment maintenance history
• Support audits and compliance checks related to facility safety and statutory requirements
• Handle petty administrative tasks such as inventory tracking for maintenance supplies, if required
Required Qualifications:
• Bachelor's degree in any discipline; a degree/diploma in facilities management, business administration, or a related field is a plus
• 2–5 years of experience in a help desk, customer service, or facilities coordination role, preferably within real estate, property management, or hospitality
• Working knowledge of MS Office (Excel, Word, Outlook)
• Strong verbal and written communication skills
• Familiarity with basic facilities/maintenance terminology (HVAC, electrical, plumbing, housekeeping) is an advantage
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
• Provident Fund
Work Location: In person
The Help Desk Executive serves as the primary point of contact for facilities-related requests, complaints, and service inquiries from tenants, residents, or internal stakeholders. This role coordinates between end-users and maintenance teams to ensure timely resolution of issues, tracks service requests through completion, and maintains accurate records to support smooth facility operations.
Key Responsibilities:
• Manage the facilities help desk (phone, email, and/or ticketing system), logging all service requests and complaints accurately
• Triage and prioritize requests based on urgency (e.g., safety hazards, equipment breakdowns, routine maintenance)
• Assign work orders to appropriate maintenance staff, vendors, or contractors and track progress until closure
• Follow up with requesters to confirm resolution and satisfaction
• Escalate unresolved or high-priority issues to the Facilities Manager promptly
• Maintain and update the facilities management software/CRM with accurate status, timelines, and resolution notes
• Generate periodic reports on ticket volume, turnaround time, recurring issues, and vendor performance
• Coordinate scheduling for preventive maintenance, inspections, and vendor visits
• Liaise with external vendors and service providers for repairs, AMC (annual maintenance contract) renewals, and emergency callouts
• Maintain records of warranties, service contracts, and equipment maintenance history
• Support audits and compliance checks related to facility safety and statutory requirements
• Handle petty administrative tasks such as inventory tracking for maintenance supplies, if required
Required Qualifications:
• Bachelor's degree in any discipline; a degree/diploma in facilities management, business administration, or a related field is a plus
• 2–5 years of experience in a help desk, customer service, or facilities coordination role, preferably within real estate, property management, or hospitality
• Working knowledge of MS Office (Excel, Word, Outlook)
• Strong verbal and written communication skills
• Familiarity with basic facilities/maintenance terminology (HVAC, electrical, plumbing, housekeeping) is an advantage
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
• Provident Fund
Work Location: In person
