Helpdesk Executive

Helpdesk Executive

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 Operations

• Receive, log, assign, and track facility-related complaints and service requests.
• Ensure all tickets are acknowledged and closed within agreed SLAs.
• Follow up with concerned teams for timely resolution.
• Maintain daily records of complaints, requests, and closures.

Workplace Coordination

• Coordinate with Housekeeping, MEP, Security, Transport, Cafeteria, Pest Control, and other service partners.
• Escalate critical issues to Facility Management when required.
• Support employee seating, workstation, and workplace-related requests.

Service Monitoring

• Track open tickets and aging requests.
• Conduct periodic follow-ups with vendors and internal teams.
• Generate daily, weekly, and monthly helpdesk performance reports.

Customer Experience

• Serve as the first point of contact for employee concerns.
• Ensure professional communication and prompt response to users.
• Collect feedback and identify recurring issues for improvement.

Documentation & Reporting

• Maintain complaint trackers, asset movement records, service reports, and closure documents.
• Prepare MIS reports, trend analysis, and service performance dashboards.
• Support audit and compliance documentation requirements.

Coordination & Escalation

• Coordinate emergency maintenance requests.
• Track snag observations and ensure timely closure with stakeholders.
• Support event and meeting arrangements as required.

Skills Required

• Strong customer service and communication skills.
• Knowledge of facility management operations.
• Proficiency in MS Excel, Outlook, and reporting tools.
• Ability to manage multiple requests and prioritize effectively.
• Strong coordination and follow-up skills.
• Problem-solving and stakeholder management capabilities.

Key Performance Indicators (KPIs)

• Ticket Closure within SLA (%)
• Average Response Time
• Average Resolution Time
• Customer Satisfaction Score (CSAT)
• Repeat Complaint Reduction
• Monthly Reporting Accuracy
• Escalation Closure Rate

Location:

On-site –Hyderabad, TS

Scheduled Weekly Hours:

48

Job Tags:

Hiring

If this job description resonates with you, we encourage you to apply, even if you don’t meet all 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 (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 you're pursuing.

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 JLL’s 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 HRSCLeaves@jll.com. 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.