Help Desk Operator

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 peopleand empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

The Help Desk Operator is the first point of contact for employees clients and site occupants seeking IT and facilities-related support. This role is responsible for logging triaging and resolving incidents and service requests in line with agreed Service Level Agreements (SLAs) ensuring a consistently professional and responsive experience that reflects JLLs commitment to service excellence.

KEY RESPONSIBILITIES

• Act as the first point of contact for all incoming calls emails and portal tickets providing a professional and courteous service at all times.
• Accurately log categorize and prioritize incidents and service requests within the ticketing system (e.g. ServiceNow ManageEngine or client-specified CAFM/CMMS platform).
• Diagnose and resolve first-line issues (hardware software access and facilities-related requests) within agreed SLA timeframes.
• Escalate unresolved or complex tickets to second-line support technical specialists or facilities teams ensuring complete and accurate handover information.
• Monitor ticket queues and follow up proactively to ensure timely resolution and closure keeping requesters informed of progress throughout.
• Maintain and update knowledge base articles FAQs and standard operating procedures to support consistent first-time resolution.
• Support onboarding/offboarding processes including account provisioning access requests and equipment coordination.
• Produce regular reports on ticket volumes SLA performance and recurring issues flagging trends to the Team Lead.
• Ensure all activities comply with JLLs health safety and data protection policies and relevant client requirements.
• Contribute to a culture of continuous improvement by identifying process gaps and suggesting service enhancements.

REQUIREMENTS & QUALIFICATIONS

• High school diploma or equivalent required; associate/bachelors degree in IT Business or a related field preferred.
• 612 months of experience in a help desk customer service or facilities coordination role preferred.
• Basic understanding of IT hardware software and networking concepts; facilities/CAFM systems knowledge is an advantage.
• Familiarity with ticketing systems and Microsoft Office 365 applications.
• ITIL Foundation certification is a plus though not mandatory.

SKILLS & COMPETENCIES

• Strong verbal and written communication skills with the ability to explain technical issues in clear non-technical terms.
• Excellent customer service orientation and a calm solutions-focused approach under pressure.
• Strong attention to detail and accurate data entry/ticket documentation.
• Ability to prioritize and manage multiple requests simultaneously in a fast-paced environment.
• Team-oriented mindset with the ability to collaborate across IT facilities and client-facing teams.
• Adaptability and willingness to learn new systems tools and processes.

What Youll Receive

• Employment contract
• Competitive benefits package including private healthcare and life insurance
• Opportunity to work in a professional stimulating and challenging multinational environment
• Clear long-term career progression opportunities
• Freedom to demonstrate your own initiatives
• Access to comprehensive training and development programs
• Friendly and supportive company culture

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were 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 yourepursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL) together with its subsidiaries and affiliates is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

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 . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.