Help Desk Representative

Job Summary

Responsible for operating and maintaining the building Helpdesk system, ensuring accurate logging, tracking, and resolution of service requests, complaints, and operational concerns. Coordinates with internal teams and service providers to address issues, monitors progress, provides updates, and ensures timely closure. Maintains tenant, contractor, and service provider contacts, prepares building notices and memos, tracks occupancy and operational records, and supports overall building operations and tenant satisfaction.

How will you contribute

•Operate, maintain, and continuously update the building Helpdesk system, ensuring accurate logging, tracking, and documentation of all service requests, complaints, and operational concerns.

•Receive, record, and classify all service requests from tenants, occupants, and internal units, coordinate internally with the appropriate PMO unit or service provider for action and resolution.

•Monitor the progress and status of all open service requests, provide regular updates to requestors, ensure proper closure in the Helpdesk system, and conduct post-completion follow-ups within 48 hours after service completion.

•Generate daily reports of open, pending, and aging service requests, validate status updates with concerned units every morning and escalate critical or overdue items to the QCTM.

•Maintain and regularly update the master contact list of tenants, occupants, contractors, and service providers, in coordination with concerned PMO units, to ensure accurate and effective communication.

•Prepare, post, and maintain internal building signage, operational notices, and information boards as required for smooth building operations.

•Draft, issue, and track building memos and advisories related to maintenance works, operational updates, service interruptions, and general building announcements, subject to PMO approval protocols.

•Track and maintain accurate records of building population and occupancy data, supporting operational planning, reporting, and compliance requirements.

•Maintain and monitor records of active work permits, gate passes, and other PMO operational forms, ensuring proper documentation, validity, and coordination with concerned units.

•Perform other related duties as may be assigned by the QCTM in support of service quality, operational monitoring, and tenant satisfaction.

Qualifications

•Graduate of a 4-year Management course, such as Human Resource Management, Office Administration, Marketing, or related fields.

•Over 2 years of relevant experience in helpdesk operations, customer service, administrative support, or property management-related work.

•Proficient in helpdesk systems, service request tracking, and basic reporting tools.

•Strong coordination and follow-through skills, with the ability to manage multiple service requests and prioritize tasks effectively.

•Excellent written and verbal communication skills for interacting with tenants, service providers, and internal PMO units.

•Detail-oriented, capable of maintaining accurate records, logs, permits, and operational forms.

•Basic understanding of building operations and common property management service workflows.

•Proficient in MS Office applications, with the ability to prepare reports, memos, and advisories.

•Demonstrates professionalism, reliability, and a service-oriented mindset, able to work under pressure and follow established procedures.

Company Description

GAIC Professional Services Inc. is an outsourcing and consulting services company that provides tailored technology-driven solutions to various industry and sector clients. As a subsidiary of EEI, GAIC serves as the internal professional services arm, offering innovative solutions to meet client needs. With a strong focus on efficiency, the company is dedicated to delivering high-quality service and fostering long-term partnerships. GAIC Professional Services aims to support clients in achieving their operational and technological goals.