Helpdesk Executive

Jones Lang LaSalle Incorporated; Telangana; On-site; INR 420,000 - 720,000; Full time

Benefits offered by this job

Wellness programs

Professional growth opportunities

Job summary

Jones Lang LaSalle Incorporated in India seeks a Helpdesk Operations professional to receive, log, assign, and track facility-related complaints and service requests, and ensure tickets are acknowledged and closed within SLAs.

You will coordinate with Housekeeping, MEP, Security, Transport and Cafeteria partners, monitor tickets, and prepare daily, weekly and monthly performance reports to drive timely resolutions and service improvements.

Qualifications

• Strong customer service mindset and clear communication with stakeholders.
• Familiarity with facility management operations and related processes.
• Proficient in MS Excel, Outlook and basic reporting tools.
• Ability to manage multiple requests, prioritise, and coordinate with teams.

Responsibilities

• 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.
• Prepare MIS reports, trend analysis and service performance dashboards.
• Coordinate with Housekeeping, MEP, Security, Transport, Cafeteria, Pest Control and partners.

Skills

Customer service

Communication skills

Facility management operations

MS Excel

Outlook

Reporting tools

Coordination and follow-up

Problem-solving

Tools

MS Excel

Outlook

Reporting tools

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.Helpdesk OperationsReceive, 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 CoordinationCoordinate 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 MonitoringTrack open tickets and aging requests.Conduct periodic follow-ups with vendors and internal teams.Generate daily, weekly, and monthly helpdesk performance reports.Customer ExperienceServe 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 & ReportingMaintain 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 & EscalationCoordinate emergency maintenance requests.Track snag observations and ensure timely closure with stakeholders.Support event and meeting arrangements as required.Skills RequiredStrong 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 TimeAverage Resolution TimeCustomer Satisfaction Score (CSAT)Repeat Complaint ReductionMonthly Reporting AccuracyEscalation Closure RateIf 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.