Helpdesk Executive

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Helpdesk Executive

Work Dynamics

What this job involves?

Job Description

Transforming to the Workplace Team of the future

• Commitment to deliver the best level of service every time through obsessive level of attention to detail

Client/Stakeholder Management (in support of the Site lead)

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Operations Management:

• To Assist Reporting Manager for the smooth running of operations
• To provide Help Desk services in accordance with company policies, procedures and processes. Achievement of the Key Performance Indicators and Service Level Agreement targets.
• Provide Call logging services in accordance with the service guidelines.
• Receive and log complaints - Record complete details of the service requests / complaints from employees of (Client). Assign Unique Identity numbers for all service requests / complaints
• Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers
• Assign and Despatch - Assign specific service provider based on the nature of request / complain.
• Follow- up on completion - Close service requests by regularly following up with respective service assignee and record response times
• Customer feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure
• Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Building Engineers in job card analysis
• Ensure compliance of regulations / requirements of JLL management
• Provide assistance in general administrative activities as required
• Contribute to the Monthly Management Report to (Client)
• Participate in Emergency Evacuation procedures including crisis management and business continuity.

• Manage all Health and Safety issues and actively participate in Health and Safety reviews
• Assist with the re-sourcing of other aspects of JLL’s operation as required
• Perform other duties as required by JLL and (Client)

• Work closely with Administration in relation to the payment of invoices. Work closely with Engineering and Facilities in relation to the completion of work orders/ contractor management and agreed operational procedures

Sound like you? To apply you need to be:

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Ideal Experience

• Excellent verbal and written communication skills as well as presentation skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills, Strong PC skills
• A minimum of 2 to 5 years in the facility management industry/hospitality industry with a Bachelor’s degree

• Experience in Help Desk operations and processes are required with strong Administration Skills.
• Strong Customer Service focus
• Excellent people skills and ability to interact with a wide range of client staff and demands
• Knowledge of Occupational Safety requirements
• Demonstrated experience with continuous improvement initiatives highly desirable
• Demonstrated experience with client reporting and the preparation of statistical call analysis
• Graduate in any discipline
• 2 – 3 years’ experience in Help Desk management
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow through with improvement initiatives

• Good communication Skills.

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)

Client Focus & Relationship Management – ‘I Value my Customers’

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service oriented attitude

Program Management & Organizational Skills – ‘I am Proactive’

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Detail focused and proactive in nature
• Self-motivated
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

DIRECT REPORTS

TBC

INDIRECT REPORTS

TBC

REPORTING TO

Workplace Regional Lead

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

Location:

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.