Workplace Support Ticket Specialist

Jones Lang LaSalle (JLL); Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Jones Lang LaSalle (JLL) is seeking an experienced Workplace Support Ticket Specialist to manage end-to-end employee support requests in a global, SLA-driven environment. The role emphasizes analytical thinking, ownership, and customer-obsessed problem solving across AMER, EMEA, and APAC.

Successful candidates will leverage knowledge repositories and playbooks to investigate issues, document root causes, and deliver timely resolutions while maintaining high standards for case quality and

Qualifications

• Minimum 4 years of experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar environments.
• Experience in high-volume, SLA-driven support organizations across global or multi-regional setups.
• Proven ability to handle complex, multi-stakeholder cases from intake to verified resolution.
• Excellent written and verbal English communication; additional languages are a plus.

Responsibilities

• Own the complete lifecycle of support requests from intake through final resolution with thorough documentation.
• Evaluate information, identify gaps, validate assumptions, and decide if escalation is needed.
• Utilize internal knowledge bases and SOPs to maximize first-touch resolution.
• Create clear case documentation enabling efficient collaboration with downstream resolver groups.
• Collaborate across regions to drive timely resolutions and improve performance.

Skills

Critical thinking

Written communication

Ownership

Bias for action

Judgment

Customer obsession

Attention to detail

Tools

Ticketing systems

Knowledge management

Job description

Job Summary

We are seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This is a global role supporting operations across AMER, EMEA, and APAC through a high-volume, SLA-driven ticket management environment.

The successful candidate will demonstrate strong critical thinking, sound judgment, and structured problem solving while managing employee support requests end-to-end. Analysts will leverage internal knowledge repositories, operational playbooks, and business systems to investigate issues, identify root causes, determine the most appropriate resolution path, and ensure customers receive timely, accurate, and complete resolutions.

Because this role is asynchronous, expectations around investigation depth, structured thinking, documentation quality, root cause analysis, and ownership are high. This is not basic ticket processing - we need operational problem solvers.

Key Responsibilities

• End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution. Every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution.
• Critical Analysis Decision Making: Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation.
• Knowledge-Based Resolution: Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise.
• Case Quality Documentation: Create clear, concise, and comprehensive case documentation that enables efficient collaboration with downstream resolver groups - any resolver should be able to pick up the ticket and execute without follow-up questions.
• Cross-Regional Collaboration: Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.

Core Competencies - Non-Negotiable

• Critical Thinking: Analyzes complex situations using structured reasoning; evaluates multiple sources of information; identifies underlying causes and develops logical, well-supported solutions.
• Written Communication: Produces clear, concise, professional, and customer-friendly written communication easily understood across global audiences.
• Ownership: Assumes complete accountability for customer outcomes by proactively driving cases to resolution.
• Bias for Action: Acts decisively with available information while balancing customer experience, operational risk, and business priorities.
• Judgment Decision Making: Exercises sound decision making regarding issue prioritization, escalation paths, and resolution strategies - including under ambiguity.
• Customer Obsession: Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences.
• Attention to Detail: Maintains accuracy in case documentation, diagnostics, routing, and follow-up while managing multiple priorities simultaneously.

Basic Qualifications - Non-Negotiable

• Minimum 4 years of experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments
• Experience working within high-volume, SLA-driven support organizations in global or multi-regional environments
• Demonstrated experience working in complex, multi-stakeholder customer cases from intake through verified resolution, comfortable working across multiple systems simultaneously
• Exceptional written and verbal English communication skills - professional, precise, and actionable; additional language proficiency is a plus
• Strong prioritization skills with the ability to manage high volumes without quality degradation with critical thinking and analytical capability
• Experience with ticketing platforms and case management systems and strong proficiency using knowledge management tools and operational documentation

Preferred Qualifications

• Experience supporting Global Workplace Support or Corporate Real Estate operations
• Experience coordinating with external vendors and service providers for issue resolution
• Experience using AI-assisted support tools and automation platforms

Performance Expectations

• Independently investigate and resolve support requests with minimal supervision
• Produce quality case documentation that enables efficient downstream execution with minimal rework
• Exercise sound judgment when balancing resolution versus escalation
• Leverage knowledge repositories effectively to maximize first-touch resolution
• Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments

Location: Hyderabad, TS

Hours per week: 48