Helpdesk Coordinator

Jones Lang LaSalle Incorporated; Mumbai City; On-site; INR 450,000 - 600,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Thane, MH, on-site, seeks a facility helpdesk professional to log, track, and close service requests and incidents raised by occupants and internal teams.

You will ensure timely dispatch, follow-up, and escalation across electrical, mechanical, BMS, and soft-services domains, with 2–4 years of relevant experience and CMMS proficiency.

Qualifications

• Graduate in any discipline; prior helpdesk or customer service experience preferred.
• 2–4 years in facility helpdesk, data center, or critical facility environment.
• Working knowledge of CMMS/ticketing tools (ServiceNow or equivalent).
• Clear verbal and written communication; strong follow-up, multitasking.
• Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred.
• Proficiency in MS Office (Excel, PowerPoint).

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.

Skills

Customer service

Communication

Multitasking

Time management

Education

Graduate in any discipline

Tools

ServiceNow

CMMS

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 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 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

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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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. Please direct any other general recruiting inquiries to our Contact Us page.