Helpdesk Admin

Jones Lang LaSalle Incorporated; Singapore; On-site; SGD 40,000 - 72,000; Full time

Job summary

Jones Lang LaSalle Incorporated (JLL) is seeking a Helpdesk & Security Admin to support workplace operations in Singapore. You will handle frontline helpdesk tasks and security administration, including access badge management and visitor clearance, reporting to the Workplace Experience Manager.

You will collaborate across departments to ensure timely service delivery, accurate documentation, and strict confidentiality in a dynamic, fast-paced environment.

Qualifications

• Nitec/Higher/Nitec/Diploma in Hotel & Hospitality Management, Facilities Management, or an equivalent field of study required.
• Minimum 2+ years of experience in office coordination, helpdesk, administration, facilities, or workplace operations.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Experience with helpdesk ticketing systems (ServiceNow, Jira Service Desk, or similar)
• Familiarity with access control systems and visitor management software
• Problem‑solving mindset with ability to think critically under pressure
• Ability to maintain confidentiality and handle sensitive information appropriately
• Strong interpersonal skills for effective collaboration across departments
• Adaptability and flexibility in a fast‑paced, dynamic environment
• Proactive attitude with ability to anticipate needs and take initiative

Responsibilities

• Serve as the primary point of contact for all workplace service requests via phone, email, and in-person inquiries
• Log all service requests accurately with complete details including requestor information, issue description, location, and urgency level
• Assign unique tracking numbers to each request for efficient monitoring and follow‑up
• Categorize and prioritize requests based on nature, severity, and impact on business operations
• Monitor ticket status and provide proactive updates to requestors on resolution progress
• Follow up on outstanding requests to ensure timely closure and client satisfaction
• Maintain detailed records of all service requests in the helpdesk management system
• Generate regular reports on ticket volume, response times, resolution rates, and recurring issues
• Process employee security access requests in accordance with client company policies and requirements
• Issue new employee access badges, including photo capture, card programming, and system registration
• Retrieve and deactivate access badges from departing employees or contractors
• Maintain accurate records of all badge issuances, retrievals, and access level changes
• Coordinate visitor security clearance requests with HR, Security, and relevant departments
• Pre-register expected visitors and prepare temporary access credentials in advance
• Monitor visitor logs and ensure all visitors are properly signed in and out
• Coordinate with building security teams on access issues, security incidents, and emergency procedures
• Maintain organized filing systems for service records, security documentation, and compliance logs
• Assist with workplace events by managing security access requirements and visitor logistics

Skills

Office coordination

Problem solving

Confidentiality

Interpersonal skills

Proactive attitude

Education

Nitec/Higher/Diploma in Hotel & Hospitality Management or Facilities Management

Tools

Microsoft Office

ServiceNow/Jira Service Desk

Access control systems

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.

Job Description – Helpdesk Admin About the Role

The Helpdesk & Security Admin provides essential operational support to ensure seamless workplace operations and an exceptional visitor experience. Reporting to the Workplace Experience Manager, this role combines frontline helpdesk services with security administration responsibilities. In the helpdesk capacity, you’ll manage call logging operations by receiving and documenting service requests with complete details, assigning unique tracking numbers, categorizing issues by nature and urgency, and routing them to the appropriate facilities teams for resolution. On the security administration side, you’ll support the client security team by processing security access requests, managing the issuance and retrieval of employee access badges, and coordinating visitor security clearance with relevant departments. Success in this role requires strong communication and coordination skills across multiple departments and teams to ensure all assigned duties are completed accurately, to a high standard, and within required timeframes.

Responsibilities

Helpdesk Operations (60%)

• Serve as the primary point of contact for all workplace service requests via phone, email, and in-person inquiries
• Log all service requests accurately with complete details including requestor information, issue description, location, and urgency level
• Assign unique tracking numbers to each request for efficient monitoring and follow‑up
• Categorize and prioritize requests based on nature, severity, and impact on business operations
• Monitor ticket status and provide proactive updates to requestors on resolution progress
• Follow up on outstanding requests to ensure timely closure and client satisfaction
• Maintain detailed records of all service requests in the helpdesk management system
• Generate regular reports on ticket volume, response times, resolution rates, and recurring issues

Security Administration (40%)

• Process employee security access requests in accordance with client company policies and requirements
• Issue new employee access badges, including photo capture, card programming, and system registration
• Retrieve and deactivate access badges from departing employees or contractors
• Maintain accurate records of all badge issuances, retrievals, and access level changes
• Coordinate visitor security clearance requests with HR, Security, and relevant departments
• Pre-register expected visitors and prepare temporary access credentials in advance
• Monitor visitor logs and ensure all visitors are properly signed in and out
• Coordinate with building security teams on access issues, security incidents, and emergency procedures
• Maintain organized filing systems for service records, security documentation, and compliance logs
• Assist with workplace events by managing security access requirements and visitor logistics

Requirements

• Nitec/Higher/Nitec/Diploma in Hotel & Hospitality Management, Facilities Management, or an equivalent field of study required
• Minimum 2+ years of experience in office coordination, helpdesk, administration, facilities, or workplace operations.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Experience with helpdesk ticketing systems (ServiceNow, Jira Service Desk, or similar)
• Familiarity with access control systems and visitor management software
• Problem‑solving mindset with ability to think critically under pressure
• Ability to maintain confidentiality and handle sensitive information appropriately
• Strong interpersonal skills for effective collaboration across departments
• Adaptability and flexibility in a fast‑paced, dynamic environment
• Proactive attitude with ability to anticipate needs and take initiative

Location: On-site –Singapore

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

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.