Help Desk Executive-2

Jones Lang LaSalle, Inc.; Mumbai; On-site; INR 350,000 - 520,000; Full time

Job summary

Jones Lang LaSalle, Inc. is seeking a Helpdesk/Facilities Support professional to serve as the primary communications link for the Powai client. You will handle facility-related calls, document requests, and dispatch to vendors, ensuring SLAs are met with a customer-focused approach.

The role requires fluent English, 1–3 years in helpdesk or facilities support, and strong documentation and MS Office skills. On-site location in Mumbai with a 48-hour weekly schedule and formal FM process adherence.

Qualifications

• Fluent English (spoken and written) is mandatory.
• Bachelor's degree in any discipline preferred.
• 1-3 years of experience in helpdesk operations, customer service, or facilities support.

Responsibilities

• Answer incoming facility-related calls fluently and courteously in English, documenting requests clearly.
• Process service requests via calls, email, or ticketing systems with complete details.
• Tag each request with unique IDs to determine nature and dispatch appropriately.
• Prioritize, log, and assign requests to relevant teams based on urgency and category.
• Proactively update callers on request status and service timelines.

Skills

Fluent English

Good communication

Phone etiquette

Documentation

MS Office

FM/helpdesk software

Organizational skills

Customer-centric

Education

Bachelor's degree

Tools

Ticketing systems

FM software

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 peopleand empowering them tothrive, 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.

Role Overview:

Serve as the primary communications link between The Client at Powai employees and facilities management services, ensuring all queries, requests, and service issues are handled efficiently, professionally, and in full compliance with contract standards. Deliver superior call logging and customer service experience with fluent English communication.

Key Responsibilities:

• Answer all incoming facility-related calls fluently and courteously in English, greeting callers professionally and documenting requests clearly
• Process service requests from employees and management via calls, email, or ticketing systems with complete details
• Tag each request with unique identity numbers to determine nature of issues and dispatch to appropriate department or vendor
• Prioritize, log, and assign requests to relevant technical or service teams based on urgency and category
• Proactively update callers and team members on request status, scheduled maintenance, and service completion timelines
• Follow up on progress of each request by coordinating with assignees and monitoring response times against SLA targets
• Provide clear instructions and manage expectations throughout the service delivery process
• Ensure each interaction delivers excellent customer experience through active listening, empathy, and customer-service mindset
• Accurately maintain records of all requests, communications, actions, and closure details in designated FM/helpdesk system
• Ensure documentation is audit-ready and compliant with Master Service Agreement requirements
• Keep tabs on feedback and communicate with requestors to ensure proper task closure and satisfaction
• Support urgent repairs and crisis situations through prompt escalation and communication to minimize business disruption
• Assist with vendor scheduling, performance tracking, invoice validation, and attendance checks as per site policies
• Prepare and submit daily, weekly, and monthly helpdesk reports on ticket volumes, closure times, feedback, and compliance metrics
• Prepare monthly reports on recurring calls and service trends; assist building engineers in conducting root cause analyses
• Contribute to monthly management reports for client stakeholders
• Work closely with admin personnel in processing invoices and maintaining financial documentation
• Collaborate with property, technical, engineering, and soft service teams to uphold safety, compliance, and user experience standards
• Support development of operational procedures and process improvements in coordination with facilities departments
• Actively participate in health and safety reviews and identify potential workplace risks
• Participate in emergency evacuation procedures and business continuity protocols as required

Qualifications:

• Fluent English (spoken and written) is mandatory for this role
• Bachelor's degree in any discipline preferred
• 1-3 years of experience in helpdesk operations, customer service, or facilities support
• Strong phone etiquette, interpersonal skills, and professional communication abilities
• Excellent documentation and record-keeping skills with attention to detail
• Proficient in MS Office (Word, Excel, PowerPoint); quick learner of FM/helpdesk software and ticketing systems
• Superior organizational skills to manage multiple requests and priorities effectively
• Customer-centric focus with proven track record in delivering excellent service experience
• Understanding of facilities management processes and service delivery workflows
• Knowledge of occupational safety and workplace compliance standards preferred
• Flexible and adaptable for shifting schedules, fast-paced environments, and ad hoc responsibilities
• Collaborative mindset with ability to work effectively across teams and departments

Location: On-site –Mumbai, MH

Scheduled Weekly Hours: 48

At JLL, 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.

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