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.   

Designation: Helpdesk Executive
Qualification: Any Degree
Experience Required: 2+ Years 
Shift Timings: Rotational Shift
Work Schedule: 6 days per week
Work location: Bangalore, Mahadevpura

Ticketing tool experience , Communication

Ticketing Management and Assignment: • Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload. • Ensure the tickets are categorized correctly for streamlined resolution. • Update ticket details if necessary to reflect accurate information. • Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time and GCal invites. • Keep tabs on feedback to ensure the closure of the task. SLA Monitoring and Milestone Management: • Mark and track ticket progress to prevent SLA breaches. • Set and manage milestones to ensure timely resolution. • Communicate with relevant stakeholders regarding statuses and concerns. • Coordinate for maintenance and repairs when a ticket is raised. • Oversee the actioning of the tickets for Meeting & Events. Tableau Dashboard Reporting and Data Analysis: • Generate reports on the number of tickets received, actioned, pending, cancelled and closed. • Analyse employee performance by tracking the number of tickets handled per individual. • Identify location- based trends in ticket submissions. • Anticipates needs, responds to client issues in an expedient and professional manner • Builds lasting relationships quickly Internal Documentation and Record- Keeping: • Maintain and update Quip pages with essential records. • Organize and track important ticket- related data in Google Sheets. • Ensure accurate documentation for audit and review purposes. Training and Team Development: • Train new hires and existing team members on the ticketing process and best practices. • Audit and conduct sessions to improve efficiency and adherence to laid guidelines. • Provide ongoing support to the team. Ad-hoc Tasks and Managerial Support: • Execute additional tasks assigned by the Manager as per business needs. • Support special projects and process improvements related to helpdesk operations. Reception Desk Management (In GSA Absence): • Handle front desk responsibilities, including visitor management. • Ensure smooth operations and maintain professionalism in client interactions. • Provide administrative support, when required.

Location:

On-site –Bengaluru, KA

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 (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.

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