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.
Technical Helpdesk ExecutivePosition OverviewThe Technical Helpdesk Executive serves as the primary point of contact for all facility and technical service requests within the organization. This role combines technical knowledge with customer service excellence to ensure seamless coordination of MEP systems maintenance, troubleshooting, and service delivery through a licensed technology platform.
Key ResponsibilitiesManage technical helpdesk operations through the designated licensed technology platform
Log and track all facility and technical service requests received via phone, email, portal, BMS alarms, or walk-in
Monitor technical complaint resolution within established SLA/TAT timelines
Coordinate with facility engineers, technicians, and vendors for MEP-related issues
Respond to Building Management System (BMS) alarms and initiate appropriate actions
Prepare monthly technical helpdesk performance reports with key metrics and trend analysis
Manage user feedback and address technical complaints professionally
Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions
Escalate critical technical failures following established escalation procedures
Conduct first-level technical troubleshooting and provide remote guidance when possible
Coordinate preventive maintenance schedules and track completion status
Maintain accurate technical documentation including asset details and service history
Qualification & ExperienceDiploma or Bachelor's degree in Electrical Engineering, Mechanical Engineering, or related technical field
2-4 years of experience in technical helpdesk, facility operations, or building maintenance
Hands-on exposure to MEP systems and building infrastructure
Experience with CMMS platforms or facility management software (SAP, Maximo, ServiceNow, or similar)
Previous experience in commercial facilities or real estate preferred
Required SkillsTechnical Competencies:
Working knowledge of MEP systems including HVAC (chillers, AHUs, FCUs), electrical distribution, plumbing, and fire safety systems
Familiarity with Building Management Systems (BMS) and alarm management
Understanding of preventive and reactive maintenance concepts
Basic troubleshooting skills for common facility equipment issues
Proficiency in helpdesk/ticketing platforms and CMMS systems
Strong command of Microsoft Office Suite, particularly Excel for technical reporting
Understanding of SLA/TAT management specific to technical services
Ability to read and interpret basic technical drawings and specifications
Communication Skills:
Excellent verbal and written communication in English (regional language is a plus)
Ability to explain technical issues to non-technical users clearly
Professional phone etiquette and technical documentation
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.
