Global Helpdesk Executive

Jones Lang LaSalle Incorporated; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Jones Lang LaSalle Incorporated is hiring a Global Helpdesk Executive for our Facilities team in Gurgaon, Haryana. The role serves as the first point of contact for global helpdesk operations, ensuring timely responses, ticket management, and SLA adherence to deliver an exceptional employee experience.

Responsibilities include logging, tracking, and closing service requests, handling emails and voice support, coordinating with field teams, and producing regular MIS reports.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 5 years of experience in Helpdesk, Service Desk, or Customer Support.

Responsibilities

• Receive, log, assign, track, and close service requests.
• Manage helpdesk emails and respond within SLA timelines.
• Act as first point of contact for service requests via voice and email.
• Coordinate with technicians, vendors, and FM teams for timely issue resolution.
• Prepare and maintain MIS reports, dashboards, and call status summaries.

Skills

Communication

Customer service

Stakeholder management

Analytical skills

Multi-tasking

SLA governance

Education

Bachelor's degree

Tools

ServiceNow

Jira

Freshservice

Zendesk

Power BI

MS Office

Job description

JLL empowers you to shape a brighter way. Our people at JLL 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.

Job Description – Global Helpdesk Executive

Location: Gurgaon, Sector 48, Haryana

Department: Facilities

Reporting To: Facilities Manager / Account Manager

Shift: Flexible (07:00 AM-03:00 PM / 03:00 PM-11:00 PM)

Role Purpose: To act as the first point of contact for Global Helpdesk operations, ensuring timely response, efficient ticket management, SLA adherence, and seamless stakeholder communication to deliver an exceptional employee experience.

Key Responsibilities

• Receive, log, assign, track, and close service requests through helpdesk platforms.
• Manage Global Helpdesk emails and respond within defined SLA timelines.
• Act as the first point of contact for service requests through voice and email support.
• Ensure all requests are accurately recorded and promptly actioned.
• Coordinate with technicians, vendors, and FM teams for timely issue resolution.
• Monitor ticket queues and ensure SLA/TAT compliance.
• Follow up on all open requests through to closure and provide regular status updates to requesters.
• Manage conference and meeting room bookings as required.
• Escalate critical incidents as per the escalation matrix and notify management during emergencies.
• Prepare and maintain daily, weekly, and monthly MIS reports, dashboards, and call status summaries.
• Identify recurring issues and recommend process improvements.
• Provide support to other facilities functions as needed.

Skills & Competencies

• Strong verbal and written communication skills.
• Excellent customer service and stakeholder management abilities.
• Strong analytical, problem-solving, and organizational skills.
• Ability to work independently and manage multiple priorities.
• Good understanding of helpdesk operations, ticket management, and SLA governance.

Technical Skills

• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)
• Proficiency in Power BI
• Experience with ServiceNow, Jira, Freshservice, Zendesk, or similar ticketing tools.

Qualifications & Experience

• Bachelor's degree in any discipline.
• Minimum 5 years of experience in Helpdesk, Service Desk, or Customer Support functions.
• Experience supporting global stakeholders will be an added advantage.

Location & Work Schedule

Location: On-site –Gurugram, HR

Scheduled Weekly Hours: 48

Equal Opportunity Employer Statement

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.

We harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you’re pursuing.

We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.