Helpdesk Executive

JLL; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

JLL in Bangalore (Mahadevpura) is seeking a Helpdesk Executive responsible for ticket intake, assignment, SLA tracking, and data analysis. The role requires a minimum of 2+ years of experience, a degree in any field, and the ability to handle rotational shifts across a 6-day work week.

You will manage ticket categorization, updates, escalation, and stakeholder communications while supporting admin activities in a busy environment.

Qualifications

• Any Degree is acceptable for the role.
• Minimum 2+ years of experience in a helpdesk or similar support function.
• Ticketing tool experience and strong communication skills are required.
• Shift includes rotational timings and six-day work week.

Responsibilities

• Monitor the ticketing portal and assign tickets to the appropriate teams.
• Ensure correct ticket categorization for streamlined resolution.
• Update ticket details to reflect accurate information.
• Follow up on progress and coordinate with assignees; monitor response times.
• Track SLA breaches and manage milestones to ensure timely resolution.
• Communicate statuses to stakeholders and arrange for maintenance when needed.
• Generate Tableau dashboards and reports on ticket metrics.
• Maintain records in Quip and organize data in Google Sheets.
• Train new hires and provide ongoing support to the team.
• Assist with front desk tasks during manager absence and related admin duties.

Skills

Ticketing tools

Communication

Education

Any Degree

Tools

Tableau

Quip

Google Sheets

Job description

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

• 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.