Helpdesk Coordinator

Jones Lang LaSalle Incorporated; Thane; On-site; INR 450,000 - 650,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Thane, India, is seeking a Facility Helpdesk Analyst to log, track, and close service requests across electrical, mechanical, and soft services. You will ensure timely dispatch, follow-up, and escalation of tickets while maintaining comprehensive logs for management review.

The role requires 2–4 years in a facility helpdesk or similar setting, CMMS experience, and strong communication skills. Proficiency in MS Office is essential.

Qualifications

• Graduate in any discipline with strong communication skills.
• 2–4 years in facility helpdesk or service desk environment.
• Experience with CMMS/ticketing tools such as ServiceNow.
• Proficient in MS Office (Excel and PowerPoint).

Responsibilities

• Log all incoming requests and complaints accurately and promptly.
• Assign tickets to shift engineers or teams by priority.
• Track status end-to-end and follow up until closure.
• Escalate tickets per the defined escalation matrix.
• Maintain daily/weekly/monthly helpdesk logs and reports.
• Coordinate with Electrical, HVAC, BMS, and Field Support teams for updates.
• Support audit readiness by maintaining time-stamped ticket history.
• Assist in root-cause tracking by linking recurring issues.
• Communicate status to internal and external customers professionally.
• Assist onboarding of occupants/visitors with site access and service details.

Skills

Communication skills

MS Office

Multitasking under pressure

Data center terminology

Education

Graduation in any discipline

Tools

CMMS / ticketing tools

Job description

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)