Helpdesk Executive

Jones Lang LaSalle Incorporated; India; Hybrid; INR 250,000 - 400,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Centralized Helpdesk Executive to be the first point of contact for internal technical support. You will log requests, provide basic troubleshooting, and escalate complex issues with clear documentation.

Ideal candidates have 1–3 years in a helpdesk role, strong communication, and a customer-focused approach. The position offers hybrid work options and opportunities to grow within a global real estate services leader.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• 1–3 years of helpdesk or technical support experience.
• ITIL Foundation and/or CompTIA A+ certifications are advantageous.

Responsibilities

• Receive, log, and categorize all incoming support requests via phone, email, and ticketing system.
• Provide first-level troubleshooting for hardware, software, and network issues.
• Escalate complex issues with complete documentation to appropriate teams.
• Track status from creation to closure and ensure SLAs are met.
• Maintain knowledge base articles and generate helpdesk performance reports.

Skills

Customer service

Communication

Problem solving

Time management

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Jira Service Desk

Active Directory

Job description

JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.Job Description: Centralized Helpdesk ExecutivePosition OverviewThe Centralized Helpdesk Executive serves as the first point of contact for all internal technical and operational support requests, ensuring timely resolution and excellent customer service.Key ResponsibilitiesIncident ManagementReceive, log, and categorize all incoming support requests via phone, email, and ticketing systemProvide first-level troubleshooting and technical support for hardware, software, and network issuesEscalate complex issues to appropriate technical teams with complete documentationService Request HandlingProcess service requests including access provisioning, password resets, and system configurationsTrack and monitor ticket status from creation to closureEnsure adherence to defined SLAs and response timesCommunication & CoordinationMaintain clear communication with users regarding ticket status and resolution timelinesCoordinate with IT teams, vendors, and other departments for issue resolutionProvide regular updates to stakeholders on open ticketsDocumentation & ReportingMaintain accurate records of all incidents and resolutions in the ticketing systemCreate and update knowledge base articles for common issuesGenerate daily/weekly reports on helpdesk metrics and performanceCustomer ServiceDeliver professional and courteous support to all usersEnsure high levels of customer satisfactionGather user feedback to improve service qualityRequired QualificationsEducationBachelor's degree in Computer Science, IT, or related fieldRelevant certifications (ITIL Foundation, CompTIA A+) are advantageousExperience1-3 years of experience in helpdesk or technical support roleExperience with ticketing systems (ServiceNow, Jira Service Desk, or similar)Technical SkillsStrong understanding of Windows/Mac operating systemsKnowledge of Microsoft Office 365, Active Directory, and basic networkingFamiliarity with remote support toolsSoft SkillsExcellent communication and interpersonal skillsStrong problem-solving abilitiesAbility to work under pressure and manage multiple prioritiesCustomer-focused approach with patience and empathyWorking ConditionsShift-based work (may include rotational shifts)Office-based with potential for hybrid arrangementsFast-paced environment requiring multitaskingIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.About JLL –We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.