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.
Helpdesk ExecutivePosition OverviewThe Helpdesk Executive serves as the first point of contact for all service requests and queries within the organization. This role ensures seamless service delivery through a licensed technology platform, maintaining high standards of customer service and operational efficiency.
Key ResponsibilitiesManage helpdesk operations through the designated licensed technology platform
Log and track all service requests received via phone, email, portal, or walk-in
Monitor complaint resolution within established SLA/TAT timelines
Coordinate with relevant departments and vendors to ensure timely issue resolution
Prepare monthly helpdesk performance reports with key metrics and analysis
Manage user feedback and address complaints professionally
Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions
Escalate critical issues following established escalation procedures
Maintain accurate ticket documentation and ensure proper categorization
Provide professional customer service to all employees, visitors, and stakeholders
Qualification & ExperienceBachelor's degree or Diploma in any discipline
1-3 years of experience in helpdesk operations, customer service, or administrative support
Hands-on experience with ticketing systems or CMMS platforms (ServiceNow, Freshdesk, Zendesk, or similar)
Previous experience in corporate environments or facility management preferred
Required SkillsTechnical Competencies:
Proficiency in helpdesk/ticketing platforms and service management systems
Strong command of Microsoft Office Suite, particularly Excel for reporting
Understanding of SLA/TAT management and performance metrics
Ability to generate reports and analyze helpdesk data
Communication Skills:
Excellent verbal and written communication in English (regional language is a plus)
Professional phone etiquette and email correspondence
Active listening and clear documentation abilities
Key Attributes:
Strong customer service orientation with patience and empathy
Ability to multitask and handle high ticket volumes
Attention to detail and process compliance
Comfortable working rotating shifts including weekends and holidays (24×7 operations)
Proactive problem-solving approach
Team collaboration skills
Key Performance Indicators100% mandatory ticket capture in the system
Minimum 95% SLA/TAT compliance
Customer Satisfaction (CSAT) scores
Average response and resolution times
Timely monthly reporting submission
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.
