Helpdesk Operator

Job description

  Conduct analysis of service requests for improvement;
·  Conduct customer satisfaction survey to show proactive follow-up and satisfactory closure;
·  100% of requests to be processed immediately if received within business operating hours for the Scholl;
·  Tracking all metrics and complete periodic reports to manage of Action Line performance and indicators at appropriate levels;
·  Responsible for monthly team telephone list updating;
·  Other Helpdesk support as assigned by the FM and soft service leader;
·  Coordinate other service requests and resource needs;
·  Provide input as required into the Monthly Report to manager
·  Active involvement in the monitoring and achieving the required Key Performance Indicators

Customer Service / Client Relationships:

·  Provide superior customer service;
·  Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user.
·  Pro-actively manage account expectations ensuring that the service levels are maintained

Qualification

·  1 years similar working experience in front desk operations
·  Familiar and able to operate the Word, Excel and Power Point;
·  Strong written and oral communication skills;
·  Ability to solve problems;
·  Strong interpersonal skills;
·  Good command of spoken and written English and Chinese languages.

BUSINESS UNIT

IFM – Integrated Facilities Management

REPORTING TO

Facilities Manager

DIRECT REPORT POSITIONS

Housekeeping Supervisor / Security Supervisor / Technicians

POSITION GOALS

To achieve the efficient delivery of Facility Management services and support their business needs in accordance with the Service Levels Agreement and Key Performance Indicators set out below.

DUTIES AND RESPONSIBILITIES

FM Helpdesk should be mature and support all team logistics. She/he should take the responsibility to match/exceed the service standards set by the FM, fully understand and strictly adhere to company policies.

Helpdesk

·  Provide 9 hours (including 1-hour break) x 5 days helpdesk hotline number for logging service requests
·  Conduct analysis of service requests for improvement
·  Conduct customer satisfaction survey to show proactive follow-up and satisfactory closure
·  100% of requests to be processed immediately if received within business operating hours for the school
·  Tracking all metrics and complete periodic reports to manage of action line performance and indicators at appropriate levels
·  Responsible for monthly team telephone list updating
·  Others Helpdesk support as assigned by the FM
·  Coordinate other service requests and resource needs
·  Provide input as required into the Monthly Report to manager
·  Active involvement in the monitoring and achieving the required Key Performance Indicators

Customer Service / Client Relationships

·  Provide superior customer service
·  Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user
·  Pro-actively manage account expectations ensuring that the service levels are maintained                         

KEY PERFORMANCE MEASURES

·  Minimum college education

COMPETENCIES

·  1 years similar working experience in front desk operations
·  Familiar and able to operate the Word, Excel and Power Point
·  Strong written and oral communication skills
·  Ability to solve problems
·  Strong interpersonal skills;
·  Good command of spoken and written English

           

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