Helpdesk Coordinator

Jones Lang LaSalle Incorporated; Thane; On-site; INR 350,000 - 520,000; Full time

Job summary

JLL in Thane, India is seeking a Helpdesk Coordinator to act as single point of contact for facility service requests. You will log, track, and close tickets across electrical, mechanical, BMS, and soft-services domains, ensuring timely dispatch and escalation when needed.

You will have 2–4 years of helpdesk or service desk experience, graduate in any discipline, and proficiency with CMMS tools such as ServiceNow.

Qualifications

• Graduate in any discipline; helpdesk or customer service experience preferred.
• 2–4 years in facility helpdesk or service desk role, ideally in a data center or critical facility environment.
• Working knowledge of CMMS/ticketing tools (e.g., ServiceNow)
• Clear verbal and written communication skills
• Strong follow-up discipline and multitasking ability under pressure

Responsibilities

• Log all requests and tickets accurately via calls, email, or ticketing tool.
• 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.

Skills

Clear verbal & written communication

Multitasking

Customer service orientation

Attention to detail

Education

Graduate in any discipline

Tools

ServiceNow

CMMS

MS Office

Job description

Helpdesk Coordinator### Helpdesk CoordinatorAplikuj: On-site: Thane, MH: Full time: Opublikowano dzisiaj: REQ547090**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:**If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!