Helpdesk Coordinator
Confirmed on the employer's own hiring board on Nov 14, 2026. First seen by Alion on Nov 5, 2026. Jones Lang LaSalle scores A on the Alion truth index.
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Role Purpose
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.
Key Responsibilities
- 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
- Coordinate with Shift Electrical, HVAC, BMS, and Field Support teams for real-time updates
- Support audit readiness by maintaining complete, time-stamped ticket history
- Assist in root-cause tracking by linking recurring complaints to incident/problem tickets
- Communicate professionally with internal and external customers on request status
- Support onboarding of new occupants/visitors with site access and service information
Requirements
- Graduate in any discipline; prior helpdesk/customer service experience preferred
- 2-4 years' experience in a facility helpdesk, call center, or service desk role, ideally in a data center or critical facility environment
- Working knowledge of CMMS/ticketing tools (e.g., ServiceNow or equivalent)
- Clear verbal and written communication skills
- Strong follow-up discipline and multitasking ability under pressure
- Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred
- Proficiency in MS Office (Excel, Powerpoint)
Location:
On-site -Thane, MHScheduled Weekly Hours:
48Job Tags:
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
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