Helpdesk Coordinator

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

Job summary

Jones Lang LaSalle (JLL) in Thane, MH, seeks a facility helpdesk professional to be the single point of contact for logging, tracking and closing requests and incidents across electrical, mechanical, BMS and soft services, with timely dispatch and escalation per SLA.

You will maintain logs, coordinate with shift teams, support audits, and communicate professionally with occupants and internal stakeholders; 2–4 years’ data center or critical facility experience preferred.

Qualifications

• Graduate in any discipline; prior helpdesk/customer service experience preferred.
• 2–4 years' experience in a facility helpdesk, call center, or service desk role, ideally in a data center or critical facility environment.
• Working knowledge of CMMS/ticketing tools (e.g., ServiceNow or equivalent).
• Clear verbal and written communication skills.
• Strong follow-up discipline and multitasking ability under pressure.
• Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred.
• Proficiency in MS Office (Excel, Powerpoint).

Responsibilities

• Log all incoming requests/complaints accurately and promptly.
• Assign tickets to the relevant shift engineer or team based on priority.
• Track ticket status end-to-end; follow up with assigned teams until closure.
• Escalate unresolved or SLA-breaching tickets per the defined escalation matrix.
• Maintain daily/weekly/monthly helpdesk logs and status reports for management review.
• Coordinate with Shift Electrical, HVAC, BMS, and Field Support teams for real-time updates.
• Support audit readiness by maintaining complete, time-stamped ticket history.
• Assist in root-cause tracking by linking recurring complaints to incident/problem tickets.
• Communicate professionally with internal and external customers on request status.
• Support onboarding of new occupants/visitors with site access and service information.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Follow-up discipline

Attention to detail

Education

Graduate in any discipline

Tools

ServiceNow

MS Office (Excel, PowerPoint)

CMMS / Ticketing tools

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.

Role Purpose Single point of contact for logging, tracking, and closing all facility service requests and incidents raised by occupants, customers, and internal teams. Ensures timely dispatch, follow-up, and escalation of tickets across electrical, mechanical, BMS, and soft-services domains.

Key Responsibilities

• Log all incoming requests/complaints (call, email, ticketing tool) accurately and promptly
• Assign tickets to the relevant shift engineer or team based on nature and priority
• Track ticket status end-to-end; follow up with assigned teams until closure
• Escalate unresolved or SLA-breaching tickets per the defined escalation matrix
• Maintain daily/weekly/monthly helpdesk logs and status reports for management review
• Coordinate with Shift Electrical, HVAC, BMS, and Field Support teams for real-time updates
• Support audit readiness by maintaining complete, time-stamped ticket history
• Assist in root-cause tracking by linking recurring complaints to incident/problem tickets
• Communicate professionally with internal and external customers on request status
• Support onboarding of new occupants/visitors with site access and service information

Requirements

• Graduate in any discipline; prior helpdesk/customer service experience preferred
• 2–4 years' experience in a facility helpdesk, call center, or service desk role, ideally in a data center or critical facility environment
• Working knowledge of CMMS/ticketing tools (e.g., ServiceNow or equivalent)
• Clear verbal and written communication skills
• Strong follow-up discipline and multitasking ability under pressure
• Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred
• Proficiency in MS Office (Excel, Powerpoint)

Location: On-site –Thane, MH

Scheduled Weekly Hours: 48

Job Tags:

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

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 email us at [e-mail]. This email is only to request an accommodation.

At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.

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.