Helpdesk Executive
2 weeks ago
“Executive Helpdesk Services ”
What this job involves:
POSITION GOALS
To Assist & Soft Services in accordance with comprehensive IFM contract between JLL & Shell
KEY RESPONSIBILITIES
The Executive must be a team player and work with other members of the team tomeet other members of the team to meet all key performance indicators as set out in the
Management Contract.
Managing Board Line Calls (Internal & External) Provide 24x7 helpdesk Services. Tracking all Calls / request till closure. 100% of requests to be processed immediately if received within business operating hours Check EE’s Service Requests and Assign the Complaints/ Requests/ Shifting calls to the concernedcall owners like Soft Services, M&O, EHS, Security, Mail Room, Civil, F&B, Transport and Catering
Sending Mail communication for follow up Getting Inputs from the concerned department Sending Mail to the EE’s for the acknowledgement on call closure with feedback Closing the call within SLA time If needed extending SLA time with EE’s approval and closure Monitoring Out of SLA calls & sending reminder to the concerned department Analyzing the feedback: (Very Satisfied/ Satisfied/ Neutral/ Very dissatisfied/ Dissatisfied) Speak to dissatisfied EE’s to understand and improve areas required Escalate the same to the concerned department head to improve the service Ensure all service requests are attended on time and closed Tracking all metrics and complete periodic reports to manage of Help Desk performance and indicators at appropriate levels Conduct weekly meetings and publish performance reports. Publish daily aging report to the concerned team and follow up on closure Coordinate with Support team to close/ cancel the service requests / getting auto mails in caseif tool fails to connect
To ensure timely Managing In-house Event and promos related poster with the closed datesKEY PERFORMANCE MEASURES
Able to work with multiple teams
Set examples for other Executives.
Monitors personal performance measures and achieves
results.
Required Skill Set
Diploma / Degree with experience in helpdesk management. 3-4 years of experience in development, implement and maintaining helpdesk Operation.What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
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