Helpdesk Executive

Jones Lang Lasalle Property Consultants India Pvt Ltd; Bengaluru; On-site; INR 360,000 - 600,000; Full time

Job summary

Jones Lang LaSalle (JLL) is hiring a Helpdesk Executive in Bengaluru to support ticketing operations, SLA tracking, and service desk activities. The role requires 2+ years of experience and a degree, with rotational shifts and on-site work at Bangalore, Mahadevpura.

You will monitor ticket queues, assign work, update records in Quip and Google Sheets, generate Tableau reports, and help maintain front desk activities when needed.

Qualifications

• 2+ years of helpdesk or facilities support experience.
• Experience with ticketing portals and incident tracking.
• Strong communication and coordination skills.
• Knowledge of dashboards and data reporting.

Responsibilities

• Monitor the ticketing portal and assign tickets to appropriate teams based on workload.
• Ensure correct categorization and update details to reflect accurate information.
• Follow up on progress and track response times and calendar invites.
• Monitor SLA milestones and coordinate maintenance or meetings.
• Generate Tableau reports and analyze ticket trends and locations.
• Maintain internal documentation in Quip and organize data in Google Sheets.
• Train new hires and provide ongoing support to the team.
• Assist with front desk tasks when required.

Skills

Ticketing

SLA monitoring

Tableau

Data analysis

Google Sheets

Communication

Reception desk

Education

Any Degree

Tools

Ticketing portal

Quip

Tableau Dashboard

Job description

Helpdesk Executive 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 have got deep experience in commercial real estate, skilled trades or technology, or you are looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Designation : Helpdesk Executive Qualification : Any Degree Experience Required: 2+ Years Shift Timings: Rotational Shift Work Schedule: 6 days per week Work location: Bangalore, Mahadevpura Ticketing tool experience , Communication

Ticketing Management and Assignment:

• Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload.
• Ensure the tickets are categorized correctly for streamlined resolution.
• Update ticket details if necessary to reflect accurate information.
• Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time and GCal invites.
• Keep tabs on feedback to ensure the closure of the task.

SLA Monitoring and Milestone Management:

• Mark and track ticket progress to prevent SLA breaches.
• Set and manage milestones to ensure timely resolution.
• Communicate with relevant stakeholders regarding statuses and concerns.
• Coordinate for maintenance and repairs when a ticket is raised.
• Oversee the actioning of the tickets for Meeting & Events.

Tableau Dashboard Reporting and Data Analysis:

• Generate reports on the number of tickets received, actioned, pending, cancelled and closed.
• Analyse employee performance by tracking the number of tickets handled per individual.
• Identify location-based trends in ticket submissions.
• Anticipates needs, responds to client issues in an expedient and professional manner
• Builds lasting relationships quickly

Internal Documentation and Record- Keeping:

• Maintain and update Quip pages with essential records.
• Organize and track important ticket- related data in Google Sheets.
• Ensure accurate documentation for audit and review purposes.

Training and Team Development:

• Train new hires and existing team members on the ticketing process and best practices.
• Audit and conduct sessions to improve efficiency and adherence to laid guidelines.
• Provide ongoing support to the team.

Ad-hoc Tasks and Managerial Support:

• Execute additional tasks assigned by the Manager as per business needs.
• Support special projects and process improvements related to helpdesk operations.

Reception Desk Management (In GSA Absence):

• Handle front desk responsibilities, including visitor management.
• Ensure smooth operations and maintain professionalism in client interactions.
• Provide administrative support, when required.

Location: On-site - Bengaluru, KA Scheduled Weekly Hours: 48

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 > I want to work for JLL.