Helpdesk Executive

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.   

Roles & Responsibilities

General

·       The Executive must be a team player and work with other members of the team to meet other members of the team to meet all key performance indicators as set out in the Management Contract.

·       Managing Board Line Calls (Internal & External)

·       Tracking all Calls / request till closure.

·       100% of requests to be processed immediately if received within business operating hours

·       Service Requests and Assign the Complaints/ Requests/ Shifting calls to the concerned

call owners like Soft Services, M&E, EHS, F&B, and Catering

·       Sending Mail communication for follow up

·       Getting Inputs from the concerned department

·       Closing the call without further escalations.

·       Monitoring Out of SLA calls & sending reminder to the concerned department

·       Analysing the feedback: (Very Satisfied/ Satisfied/ Neutral/ Very dissatisfied/ Dissatisfied)

·       Speak to dissatisfied Employees to understand and improve areas required

·       Escalate the same to the concerned department head to improve the service

·       Ensure all service requests are attended on time and closed

·       Tracking all metrics and complete periodic reports to manage of Help Desk performance

and indicators at appropriate levels

·       Conduct weekly meetings and publish performance reports.

·       Publish daily aging report to the concerned team and follow up on closure

·       Coordinate with Support team to close/ cancel the service requests / getting auto mails in case

if tool fails to connect

·       To ensure timely Managing In-house Event and promos with the closed dates.

·       Movements tickets to be tracked till closure

Events / Meetings

·       Once the request is received, check the availability, and revert to requestor.

·       Once the booking is confirmed, check back with the end user on all the Setup required.

·       Communication on requests to entire team who is involved in the setup (Soft Services, M&E, etc.)

·       Ensure follow up on pending requests on room setup.

 

Reports to be shared

·       Daily report -Pending tickets, FD ticket report

·       Weekly Report – Movements report

·       Monthly report-Event report, FD ticket report, Movements report

Location:

On-site –Bengaluru, KA

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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