Job Description:
- Operate a Help Desk to manage all issues relating to facilities feedback, service requests, and any other issues.
- Manned facilities for receiving, logging, tracking and responding appropriately to user requests or feedback that are received via phone, e-mail and other communication platforms (e.g., WhatsApp/Telegram/Chatbot).
- They shall act as the first line of response to channel urgent feedback, faults, defects, breakdowns, repairs and damages to the relevant maintenance staff. They will inform the user of the outcome and actions taken to rectify the problem as a form of closure to each feedback.
- They shall close the feedback loop with all users on the status of issues raised to the maintenance teams in relation but not limited to, the following matters:
- (a) All queries and requests relating to services and events support;
- (b) Notification of faults and complaints relating to the services from clients and members of the public;
- (c) Requests for temporary changes to the delivery and scope of services;
- (d) Notification and responding to emergency calls;
- (e) Monitoring of alarms;
- (f) Update of progress regarding any fault notified to the Helpdesk; and
- (g) All other issues raised by users.
- They shall maintain and upkeep all faults/defects reported into the CMMS, phone calls, emails etc, and ensure that reported faults are being channelled to the staff for immediate response and follow-up.
- They shall categorise the feedback based on the KPIs and inform the urgency of the matter to relevant contractors/maintenance staff. They shall prepare monthly reports for tracking suggestions, complaints, breakdowns, etc., received together with their resolved status.
