Helpdesk Executive

Jones Lang LaSalle Incorporated; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

JLL in Gurugram is seeking a Helpdesk Executive to join the client-site operations at a premium office space. The role involves handling tickets via ServiceNow, phone calls, and coordinating with specialist teams to address feedback, complaints, and requests.

You will manage service orders, track KPIs, and ensure timely closure of tickets in a round-the-clock, 24x7 shift environment. Prior helpdesk experience is a plus, with a focus on clear communication and SLA adherence.

Qualifications

• Strong communication skills with clear, precise written and verbal expression.
• Experience using ServiceNow and handling calls from clients.
• Record and track feedback, service orders, and PPMs on Excel trackers.
• Collaborate with specialized teams to handle tickets (feedback/complaints/requests).
• Assign and track tickets to timely closure and maintain SLA/KPI focus.
• Previous helpdesk experience is a plus and beneficial.
• Demonstrate ability to work in a round-the-clock operation.

Responsibilities

• Work on client’s automated tool (Service Now) and over telephone calls.
• Record all feedback, track service orders, PPMs, etc., on Excel trackers.
• Collaborate with groups of specialized teams to ensure ticket handling.
• Assign and track tickets to timely closure; monitor SLAs/KPIs.
• Participate in round-the-clock operations as part of the shift.

Skills

Communication skills

ServiceNow

Ticket management

Phone support

Team collaboration

SLA/KPI adherence

Helpdesk experience

Shift versatility

Tools

ServiceNow

Job description

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 : Helpdesk Executive Location: Gurugram - Client site - Premium Office Space Shift: 24*7 Rotational Shift

• Strong communication skills - to be articulate, precise and respectful in written and verbal communication.
• Work on client’s automated tool (Service Now) & over telephone calls
• Record all feedback, track service orders, PPMs etc on excel trackers
• Work as part of a group of specialized teams to ensure handling of feedback/complaints/requests tickets
• Assign and track tickets to timely closure
• Round the clock operation
• Previous experience on Helpdesk, a plus
• Ability to deliver on measurable performance metrics- SLAs/KPI’s

Ad-hoc tasks : Staff Locker Inventory Parking requests – Temp / Permanent including issuance of RFID stickers Maintain inventory Business Card Processing Stationery issuance Additional responsibilities as needed will be introduced

• Staff Locker Inventory
• Parking requests – Temp / Permanent including issuance of RFID stickers
• Maintain inventory
• Business Card Processing
• Stationery issuance
• Additional responsibilities as needed will be introduced

Location: On-site –Gurugram, HR Scheduled Weekly Hours: 48

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.

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