Help Desk Executive-2

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 tothrive 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.

Serve as the primary communications link between The Client at Powai employees and facilities management services ensuring all queries requests and service issues are handled efficiently professionally and in full compliance with contract standards. Deliver superior call logging and customer service experience with fluent English communication.

Answer all incoming facility-related calls fluently and courteously in English greeting callers professionally and documenting requests clearly

Process service requests from employees and management via calls email or ticketing systems with complete details

Tag each request with unique identity numbers to determine nature of issues and dispatch to appropriate department or vendor

Prioritize log and assign requests to relevant technical or service teams based on urgency and category

Proactively update callers and team members on request status scheduled maintenance and service completion timelines

Follow up on progress of each request by coordinating with assignees and monitoring response times against SLA targets

Provide clear instructions and manage expectations throughout the service delivery process

Ensure each interaction delivers excellent customer experience through active listening empathy and customer-service mindset

Accurately maintain records of all requests communications actions and closure details in designated FM/helpdesk system

Ensure documentation is audit-ready and compliant with Master Service Agreement requirements

Keep tabs on feedback and communicate with requestors to ensure proper task closure and satisfaction

Support urgent repairs and crisis situations through prompt escalation and communication to minimize business disruption

Assist with vendor scheduling performance tracking invoice validation and attendance checks as per site policies

Prepare and submit daily weekly and monthly helpdesk reports on ticket volumes closure times feedback and compliance metrics

Prepare monthly reports on recurring calls and service trends; assist building engineers in conducting root cause analyses

Contribute to monthly management reports for client stakeholders

Work closely with admin personnel in processing invoices and maintaining financial documentation

Collaborate with property technical engineering and soft service teams to uphold safety compliance and user experience standards

Support development of operational procedures and process improvements in coordination with facilities departments

Actively participate in health and safety reviews and identify potential workplace risks

Participate in emergency evacuation procedures and business continuity protocols as required

Fluent English (spoken and written) is mandatory for this role

Bachelors degree in any discipline preferred

1-3 years of experience in helpdesk operations customer service or facilities support

Strong phone etiquette interpersonal skills and professional communication abilities

Excellent documentation and record-keeping skills with attention to detail

Proficient in MS Office (Word Excel PowerPoint); quick learner of FM/helpdesk software and ticketing systems

Superior organizational skills to manage multiple requests and priorities effectively

Customer-centric focus with proven track record in delivering excellent service experience

Understanding of facilities management processes and service delivery workflows

Knowledge of occupational safety and workplace compliance standards preferred

Flexible and adaptable for shifting schedules fast-paced environments and ad hoc responsibilities

Collaborative mindset with ability to work effectively across teams and departments

Location:

Scheduled Weekly Hours:

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.

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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.