Jll
HelpdeskExecutive
“Helpdesk Executive at Jll. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Provide Call logging services in accordance with the service guidelines. Receive and log complaints”
What They're Looking For.
Must Have
A customer-service orientation at the core, Good written and oral communication skills, Being always professional and with a positive attitude
Nice to Have
Experience in Helpdesk Operations and use of ticketing tool will be an added advantage
What You'll Do.
Provide Call logging services in accordance with the service guidelines
Receive and log complaints
Record complete details of the service requests / complaints from employees of (Client)
Assign Unique Identity numbers for all service requests / complaints
Use the automation tool to generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers
Assign and Dispatch - Assign specific service provider based on the nature of request / complain
Follow- up on completion - Close service requests by regularly following up with respective service assignee and record response times
Occupier feedback - Communicate with requestor to ensure call closure
reasoning and commit on probable timing of call closure
Reporting - Prepare daily / weekly reports on call status
Prepare monthly report on recurring calls and assist Building Engineers in job card analysis
Ensure compliance of regulations / requirements of Cushman & Wakefield
Support Facilities Management activities as required
Contribute to the Monthly Management Report by providing timely and accurate data
Support in managing all Health and Safety related requirements
Perform other duties as required by Cushman & Wakefield Supervisor at site and Client
Work closely with Invoicing SPOC in relation to providing supporting documents and information for invoicing
Work closely with Soft Services
Engineering and Property Management teams in relation to the completion of work orders/ contractor management and agreed operational procedures
How You'll Work.
Team & Collaboration
Work closely with Invoicing SPOC in relation to providing supporting documents and information for invoicing; Work closely with Soft Services, Engineering and Property Management teams in relation to the completion of work orders/ contractor management and agreed operational procedures
Communication Scope
Good written and oral communication skills
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