Executive - Helpdesk

Major Activities

1.7. Background & Experience

1.8. Qualifications & Technical Skills

• Bachelor’s degree in any discipline (preferably in Administration, IT, or Facilities Management).
• Additional certification in customer service, IT helpdesk operations, or facility management will be an advantage.
• Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Familiarity with helpdesk ticketing software or systems.
• Basic understanding of building systems and maintenance terminology.
• Strong communication and interpersonal skills.
• Ability to multitask and work under pressure.
• Problem-solving mindset and attention to detail.
• Customer-oriented approach with a professional.
• Occupation Specific Capabilities:
• Helpdesk Operations Management
• Client & Stakeholder Communication
• Coordination & Follow-Up
• Data & Reporting
• System & Tool Proficiency
• Compliance & Service Quality
• Problem-Solving & Escalation
• Organisational Core Capabilities:
• D RIVEN: We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities.
• R ESILIENT: We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes.
• I NCLUSIVE: We value curiosity and collaboration. We seek out different perspectives, listen actively and turn feedback into solutions.
• V ISIONARY: We foster forward thinking. Our continuous quest for improvement is guided by our desire to design a better future for our colleagues, clients and communities.
• E NTREPRENEURIAL: We act like owners. We are resourceful, creative, and agile, and we balance competing needs to create impactful solutions for the real estate industry.
• Individual Contributors
• Proactively sets and pursues ambitious goals that advance client and colleague success, articulating the anticipated impact.
• Break down goals into actionable tasks and routinely review progress to overcome obstacles and ensure timely achievement.
• Actively communicates with stakeholders to align objectives and progress reports, demonstrating accountability and a commitment to exceeding expectations.
• People Managers
• Cultivates a culture deeply invested in elevating client and colleague success , always looking to contribute that critical '1% more'.
• Encourages and supports team members to set and achieve goals that stretch their capabilities while remaining achievable.
• Facilitates access to resources and removes obstacles, ensuring the team can fulfill their commitments and drive impactful outcomes.
• Executives
• Strategically connects team initiatives to the company’s mission and client success , communicating the value of these actions both internally and externally.
• Identifies and dismantles barriers to progress , ensuring the team has the momentum and support needed to deliver on commitments.
• Engages with stakeholders to forge strong alignments , facilitating the delivery of innovative solutions that propel the organization forward.
• Individual Contributors on outcome
• Proactively identifies issues and contributes to solutions , demonstrating adaptability to evolving circumstances.
• Regularly develops and communicates contingency plans ('Plan B') to ensure continuous progress towards objectives.
• Embraces a learning-oriented approach , analyzing and sharing lessons from mistakes to foster collective knowledge.
• Demonstrates agility in adjusting to changing priorities and maintains progress with a focus delivery.
• Leads change effectively by translating it into actionable steps for the team and addressing uncertainties head-on.
• Effective communicator , guiding teams through transitions with clear communication.
• Encourages the team to think creatively about solving problems , assessing, and implementing alternative strategies for success.
• Coaches team members to build their resilience , fostering a culture that values adaptability and collective problem-solving.
• Seizes opportunities in uncertain times , aligning team actions with broader organizational goals and client needs.
• Ensure organizational agility by seeking and encouraging alignment across different teams during change .
• Models’ resilience by focusing on strategic goals, enabling the organization to navigate and grow through adversity.