Helpdesk Executive

Jones Lang LaSalle Incorporated; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Hyderabad is seeking a Helpdesk Operations professional to log, assign and track facility-related requests. This on-site role focuses on meeting SLAs and coordinating with Housekeeping, MEP, Security, and other partners.

You will monitor tickets, generate daily to monthly performance reports, and ensure excellent employee experience by timely communication and issue resolution.

Qualifications

• Strong customer service and communication skills.
• Knowledge of facility management operations.
• Proficiency in Excel, Outlook and reporting tools.
• Ability to manage multiple requests and prioritize effectively.
• Strong coordination and follow-up skills.
• Problem-solving and stakeholder management capabilities.

Responsibilities

• Receive, log, assign, and track facility-related complaints and service requests.
• Ensure all tickets are acknowledged and closed within agreed SLAs.
• Coordinate with Housekeeping, MEP, Security, Transport, Cafeteria, Pest Control and other partners.
• Track open tickets and aging requests; follow up with vendors and internal teams.
• Generate daily, weekly, and monthly helpdesk performance reports.
• Serve as the first point of contact for employee concerns and ensure timely responses.
• Maintain complaint trackers, asset movement records, and service reports; support audit documentation.
• Coordinate emergency maintenance requests and support event arrangements.

Skills

Strong customer service

Communication skills

Facility management operations

MS Excel

Outlook

Reporting tools

Multitasking

Stakeholder management

Problem-solving

Prioritization

Tools

MS Excel

Outlook

Reporting tools

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.

Helpdesk Operations

Receive, log, assign, and track facility-related complaints and service requests. Ensure all tickets are acknowledged and closed within agreed SLAs. Follow up with concerned teams for timely resolution. Maintain daily records of complaints, requests, and closures.

Workplace Coordination

Coordinate with Housekeeping, MEP, Security, Transport, Cafeteria, Pest Control, and other service partners. Escalate critical issues to Facility Management when required. Support employee seating, workstation, and workplace-related requests.

Service Monitoring

Track open tickets and aging requests. Conduct periodic follow-ups with vendors and internal teams. Generate daily, weekly, and monthly helpdesk performance reports.

Customer Experience

Serve as the first point of contact for employee concerns. Ensure professional communication and prompt response to users. Collect feedback and identify recurring issues for improvement.

Documentation & Reporting

Maintain complaint trackers, asset movement records, service reports, and closure documents. Prepare MIS reports, trend analysis, and service performance dashboards. Support audit and compliance documentation requirements.

Coordination & Escalation

Coordinate emergency maintenance requests. Track snag observations and ensure timely closure with stakeholders. Support event and meeting arrangements as required.

Skills Required

• Strong customer service and communication skills.
• Knowledge of facility management operations.
• Proficiency in MS Excel, Outlook, and reporting tools.
• Ability to manage multiple requests and prioritize effectively.
• Strong coordination and follow-up skills.
• Problem-solving and stakeholder management capabilities.

Key Performance Indicators (KPIs)

• Ticket Closure within SLA (%)
• Average Response Time
• Average Resolution Time
• Customer Satisfaction Score (CSAT)
• Repeat Complaint Reduction
• Monthly Reporting Accuracy
• Escalation Closure Rate

Location: On-site –Hyderabad, TS

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.

At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.