Helpdesk Coordinator

About the role

Single point of contact for logging, tracking, and closing all facility service requests and incidents raised by occupants, customers, and internal teams. Ensures timely dispatch, follow-up, and escalation of tickets across electrical, mechanical, BMS, and soft-services domains.

What you'll do

• Log all incoming requests/complaints (call, email, ticketing tool) accurately and promptly
• Assign tickets to the relevant shift engineer or team based on nature and priority
• Track ticket status end-to-end; follow up with assigned teams until closure
• Escalate unresolved or SLA-breaching tickets per the defined escalation matrix
• Maintain daily/weekly/monthly helpdesk logs and status reports for management review

What you need

• 2–4 yrs of experience
• Ticketing tools
• ServiceNow
• MS Office
• PowerPoint
• HVAC
• Any graduate