Helpdesk Executive

Integral Ltd.; Bengaluru; À distance; INR 279 000 - 446 000; Plein temps

Résumé du poste

Jones Lang LaSalle Incorporated is seeking a Helpdesk Executive for on-site Bengaluru. You will manage tickets, monitor SLAs, and prepare dashboards to track performance.

The role includes front desk duties when needed and requires coordinating with multiple teams to ensure timely resolutions. Responsibilities cover ticket categorization, progress tracking, data analysis in Tableau, and keeping audit-ready documentation.

Qualifications

• Experience with ticketing systems and SLA management.
• Ability to maintain records and audit trails.
• Strong organizational and communication skills.

Responsabilités

• Monitor the ticketing portal and assign tickets to appropriate teams.
• Ensure tickets are categorized for streamlined resolution.
• Update ticket details to reflect accurate information.
• Follow up on progress with assignees and monitor response times.
• Track feedback to ensure task closure and quality.
• Mark and monitor SLA progress to avoid breaches.
• Set milestones to ensure timely resolutions.
• Communicate statuses to stakeholders as needed.
• Coordinate for maintenance and repairs when tickets are raised.
• Oversee ticket actioning for Meetings & Events.
• Generate reports and analyze tickets in Tableau.
• Maintain Quip pages and document data in Google Sheets.
• Train new hires and teammates on processes.
• Perform ad-hoc tasks and managerial support as required.
• Handle front desk duties in GSA absences; admin support.

Connaissances

Ticketing management

SLA monitoring

Data analysis

Google Sheets

Quip documentation

Front desk handling

Outils

Tableau

Google Sheets

Quip

Description du poste

Helpdesk Executive### Helpdesk ExecutiveApply: On-site: Bengaluru, KA: Full time: Posted Today: REQ548685**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.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:**48If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.***JLL Privacy Notice***Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.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.