Helpdesk Operator ( CAFM )

3 - 8 years

9 - 14 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Role & responsibilities

  1. Manage and operate the CAFM/Helpdesk system for logging and tracking service requests.
  2. Act as the main contact point for all service-related communication.
  3. Monitor service performance against KPIs and SLAs across contracts.
  4. Coordinate with technicians and clients, offering remote support when needed.
  5. Update the system during network issues to prevent data loss or delays.
  6. Ensure contract KPIs are met and escalate issues when necessary.
  7. Keep track of contract details like cost recovery and performance targets.
  8. Verify job card accuracy, including technician actions and material usage.
  9. Generate and customize regular reports for internal and client use.
  10. Collect customer feedback and support issue analysis and process improvements.

The person will be responsible for managing the CAFM system, logging and tracking service requests, ensuring SLA/KPI compliance, coordinating with technicians and clients, verifying job details, generating reports, updating records during outages, supporting new contract onboarding, and handling customer feedback to ensure efficient facilities management operations.

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