Facilities Helpdesk Executive

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.    Helpdesk Executive Position Overview The Helpdesk Executive serves as the first point of contact for all service requests and queries within the organization. This role ensures seamless service delivery through a licensed technology platform, maintaining high standards of customer service and operational efficiency. Key Responsibilities • Manage helpdesk operations through the designated licensed technology platform • Log and track all service requests received via phone, email, portal, or walk-in • Monitor complaint resolution within established SLA/TAT timelines • Coordinate with relevant departments and vendors to ensure timely issue resolution • Prepare monthly helpdesk performance reports with key metrics and analysis • Manage user feedback and address complaints professionally • Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions • Escalate critical issues following established escalation procedures • Maintain accurate ticket documentation and ensure proper categorization • Provide professional customer service to all employees, visitors, and stakeholders Qualification & Experience • Bachelor's degree or Diploma in any discipline • 1-3 years of experience in helpdesk operations, customer service, or administrative support • Hands-on experience with ticketing systems or CMMS platforms (ServiceNow, Freshdesk, Zendesk, or similar) • Previous experience in corporate environments or facility management preferred Required Skills Technical Competencies: • Proficiency in helpdesk/ticketing platforms and service management systems • Strong command of Microsoft Office Suite, particularly Excel for reporting • Understanding of SLA/TAT management and performance metrics • Ability to generate reports and analyze helpdesk data Communication Skills: • Excellent verbal and written communication in English (regional language is a plus) • Professional phone etiquette and email correspondence • Active listening and clear documentation abilities Key Attributes: • Strong customer service orientation with patience and empathy • Ability to multitask and handle high ticket volumes • Attention to detail and process compliance • Comfortable working rotating shifts including weekends and holidays (24×7 operations) • Proactive problem-solving approach • Team collaboration skills Key Performance Indicators • 100% mandatory ticket capture in the system • Minimum 95% SLA/TAT compliance • Customer Satisfaction (CSAT) scores • Average response and resolution times • Timely monthly reporting submission Location: On-site –Gurugram, HR 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 (