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 LaSalle's business conduct
- Achieve Key Performance Indicators and Service Level Agreement
