Helpdesk Coordinator

Jones Lang LaSalle (JLL); Thane; Presencial; INR 350.000 - 500.000; Tempo integral

Resumo da vaga

Jones Lang LaSalle (JLL) in Thane, MH, is seeking a facility helpdesk professional to act as the single point of contact for logging, tracking, and closing all service requests and incidents raised by occupants and teams. You will ensure timely dispatch, follow-up, and escalation across electrical, mechanical, BMS, and soft-services domains.

The role requires 2–4 years in a facility helpdesk or similar environment, familiarity with CMMS/ticketing tools, and strong communication.

Qualificações

• Graduate in any discipline.
• 2–4 years in facility helpdesk or service desk.
• Experience in data center or critical facility environment preferred.
• Working knowledge of CMMS/ticketing tools (ServiceNow or equivalent).
• Strong verbal and written communication skills.
• Proficient in MS Office (Excel, PowerPoint).

Responsabilidades

• Log incoming requests/complaints accurately and promptly.
• Assign tickets to shift engineer or team based on priority.
• Track ticket status end-to-end and follow up until closure.
• Escalate unresolved tickets per escalation matrix.
• Maintain helpdesk logs and status reports for management review.
• Coordinate with Shift Electrical, HVAC, BMS, and Field Support for real-time updates.
• Support audit readiness with time-stamped ticket history.
• Assist root-cause tracking by linking recurring issues to tickets.
• Communicate professionally with internal/external customers on request status.
• Help onboard occupants/visitors with site access and service information.

Conhecimentos

Verbal and written communication

Multitasking under pressure

Formação

Graduate in any discipline

Ferramentas

MS Office

CMMS/Ticketing tools (ServiceNow)

Descrição da vaga

Job Summary

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