Help Desk Executive

Job Description – Help Desk ExecutiveDepartment: Facility Management

Position: Help Desk Executive

Industry: Facility Management / High-Rise Residential Society

Experience: 1+ Years in High-Rise Residential Society / Facility Management

Job Type: Full-Time

Shift: 12 Hours

Job SummaryWe are looking for an experienced and responsible Help Desk Executive to manage help desk operations for high-rise residential societies. The candidate will be responsible for receiving and recording resident complaints, coordinating with site teams, tracking complaint resolution, and maintaining regular reporting of all residential sites through MyGate software.

• Key ResponsibilitiesManage day-to-day help desk operations for residential high-rise societies.
• Receive, register, track, and close resident complaints and service requests.
• Coordinate with Facility Manager, Technical, Housekeeping, Security, and other site teams for timely resolution of complaints.
• Take and maintain daily reporting of all residential sites through MyGate software.
• Ensure all complaints, service requests, incidents, and updates are properly recorded in MyGate.
• Monitor pending complaints and follow up with concerned departments until closure.
• Prepare and share daily, weekly, and monthly MIS/reporting as required.
• Maintain accurate records of complaints, resolutions, escalations, and site activities.
• Handle resident communication professionally and ensure proper escalation of critical issues.
• Monitor service requests and ensure compliance with defined SLA/TAT.
• Coordinate with multiple residential sites and collect required operational updates.
• Escalate unresolved or critical complaints to the concerned Facility Manager/Management.
• Ensure proper shift handover and maintain continuity of help desk operations.
• Candidate RequirementsMandatory experience in a high-rise residential society or facility management company.
• Hands-on experience with MyGate software will be preferred.
• Good knowledge of complaint management, help desk operations, and MIS reporting.
• Good communication and interpersonal skills.
• Should be comfortable coordinating with multiple departments and site teams.
• Basic knowledge of MS Excel, Word, email, and reporting tools.
• Good problem-solving and follow-up skills.
• Should be responsible, disciplined, and customer-service oriented.
• Candidate must be comfortable working in a 12-hour shift.
• Willingness to work on weekends/holidays as per roster.
• Candidates with experience handling multiple residential sites will be preferred.

Key Skills

Help Desk Management | Resident Complaint Handling | MyGate Software | MIS Reporting | Customer Coordination | SLA/TAT Management | Escalation Handling | MS Excel | Site Coordination | Facility Management

• Preferred Profile

Candidates currently or previously working in high-rise residential societies, facility management companies, property management, or residential community operations will be given preference.