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.
Position: Help Desk Executive
Department: Property Management / Administration
Reporting To: Property Manager / Admin Manager
Job Purpose
To serve as the first point of contact for employees, visitors, and clients by handling service requests, complaints, maintenance issues, and administrative support activities, ensuring prompt resolution and excellent customer service.
Key ResponsibilitiesReceive, log, track, and close help desk requests through calls, emails, and ticketing tool systems.
Coordinate with housekeeping, security, engineering, and vendors for service request resolution.
Monitor complaint status and ensure timely closure within defined SLA timelines.
Maintain records of service requests, work orders, and daily reports.
Provide front-line support to employees and visitors regarding facility-related issues.
Escalate critical issues to the Facility Manager or concerned teams.
Coordinate meeting room bookings and workplace support requests.
Track asset movement, key management, and access-related requests.
Generate daily, weekly, and monthly help desk MIS reports.
Follow up with internal stakeholders and vendors for pending tasks.
Ensure compliance with health, safety, and organizational policies.
Maintain high levels of customer satisfaction through professional communication.
Required SkillsExcellent verbal and written communication skills.
Customer-service orientation.
Problem-solving and coordination abilities.
Knowledge of MS Office (Excel, Word, Outlook, PowerPoint).
Familiarity with CAFM/Help Desk software is preferred.
Ability to handle multiple tasks and prioritize effectively.
Educational QualificationGraduate in any discipline.
Diploma or certification in Facility Management is an added advantage.
Experience1-3 years of experience in Help Desk, Front Office, Administration, Customer Service, or Facility Management.
Experience in corporate offices, commercial buildings, or FM services preferred.
Key Performance Indicators (KPIs)Ticket closure within SLA.
Customer satisfaction score.
Response time to service requests.
Accuracy of MIS reports.
Number of pending/open tickets.
Preferred AttributesProfessional appearance and demeanor.
Strong interpersonal skills.
Ability to work in shifts if required.
Team player with proactive approach.
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.
