JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Key ResponsibilitiesA. Daily Ticket & Backlog Operations
Monitor the live ticket queue across GL-O-TSC, GL-O-TSC Expert, and GL-O-UAD assignment groups e
Track and report daily On Hold ticket count, age buckets (< 7 days, 7–14 days, 14–30 days, 30+ days), and take action on any ticket exceeding its age threshold.
Identify stale tickets (On Hold 30+ days) weekly and coordinate outreach with the assigned agent to drive resolution or escalation.
Maintain a live backlog register tracking ticket inflow vs resolution rate by region (AP, AM, EMEA) and surface trends to the SD Manager.
B. DSAT Analysis & Quality
Join weekly DSAT (Dissatisfied Customer) analysis call and prepare the weekly DSAT report
Maintain a DSAT trend tracker showing agent-level and group-level controllable DSAT rates over time.
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C. Call & Ticket Audits
Conduct weekly ticket audits: review a random sample of 10 tickets per agent and score against the audit rubric (correct priority, accurate short description, complete resolution notes, confirmation of closure with user, appropriate escalation path).
Conduct call audits on a sample of recorded interactions, assessing soft skills, troubleshooting quality, adherence to process, and closure behaviors.
Identify repeat patterns across audits (e.g., premature closure, deflection without troubleshooting, knowledge gaps) and recommend targeted actions.
D. Dashboard Development & Reporting
Own and maintain the Service Desk Operations Dashboard — a real-time monitoring tool covering ticket volume, On Hold rate, SLA compliance, CSAT/DSAT, FCR, and backlog trends by region and assignment group.
Develop and publish weekly performance reports for the SD Manager and Team Lead, including day-over-day comparisons, highlight flags, and agent-level summaries.
Build ad-hoc analytical views on request (e.g., stale ticket deep-dives, DSAT root-cause breakdowns, Claude Enterprise ticket trend analysis).
Ensure all dashboards and reports are documented, version-controlled, and accessible to relevant stakeholders.
Testing the current modules of the AI tool and documenting in the feedback tracker.
E. Improvement Initiatives
Contribute structured improvement proposals to the 2-year Service Desk Excellence Roadmap, including identifying automation opportunities, self-serve deflection candidates, and knowledge base gaps.
Analyse repeat incidents by category and application service to identify knowledge base article opportunities, and draft article templates for Tier 1 agent review.
Track improvement initiative KPIs (On Hold rate, FCR, CSAT, avg reassignments) monthly and produce a progress scorecard against the 6M, 12M, and 24M targets.
Support the rollout of new processes (e.g., confirm-before-close, priority matrix training) by creating reference materials, tracking adoption, and measuring impact.
2. Required QualificationsEducation
Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related field (or final year students with a confirmed graduation date).
Internship or project experience in a service desk, IT operations, or data/reporting function is strongly preferred.
Technical Skills
Experience with ITSM tools (ServiceNow, Jira Service Management, or similar) for ticket management and reporting.
Ability to build basic dashboards and charts; experience with Power BI, Tableau, or similar is a strong advantage.
Comfortable working with structured data exports (CSV/XLSX) and identifying patterns without being given a pre-built report.
Familiarity with IT service management concepts: incident management, SLA, FCR, CSAT, ticket prioritization (P1–P4).
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
