JLL
SeniorAnalyst-ITServiceDesk
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Analyst - IT Service Desk at JLL. Skills: IT Service Desk, Application support. Support multiple proprietary web-based applications. Log Service Requests and Incidents accurately and timely”
Industry & Context.
Problem solving; Troubleshooting skills
What They're Looking For.
Must Have
Bachelor's Degree, Previous IT call center experience, English – written and verbal, Familiarity with Microsoft Office a SharePoint, Solid working knowledge of the Windows operating system, Excellent communication skills, both written and oral, Superior problem solving and troubleshooting skills
What You'll Do.
Support multiple proprietary web-based applications
Log Service Requests and Incidents accurately and timely
Provides first line investigation and diagnosis of incidents
Troubleshoot moderate to complex issues and requests as
Troubleshoot the cause of problems and act to
Resolve issues in the prescribed time otherwise escalate
Follow standard operating procedures as agreed upon with
Participate in Continual Service Improvement in the areas
Help to maintain the Knowledge Base by documenting
and timelines to management staff
Provide coverage via all modes of communication: telephone
Participate in required training for both technical and
How You'll Work.
Team & Collaboration
2nd /3rd level technical teams; Client user base
Communication Scope
Written communication; Verbal communication
Full 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. **Job Summary** The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role requires detailed and in-depth knowledge of the client applications including use of software or infrastructure components. Work may include assistance with access requests, financial processing, work order management, project management, and related software. Responsibilities vary by client but may include security administration, troubleshooting software, providing guidance to the user base, and working with client support teams to address technical issues. IT Support Analysts will have direct interaction with 2nd /3rd level technical teams, the client user base and others. **Essential Job Functions:** * Support multiple proprietary web-based applications * Log Service Requests and Incidents accurately and timely * Provides first line investigation and diagnosis of incidents and requests * Troubleshoot moderate to complex issues and requests as they relate to client technologies * Troubleshoot the cause of problems and act to prevent problems from recurring * Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership * Participate in Continual Service Improvement in the areas of issue resolution efficiency, data ac
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