Regional Helpdesk System Administrator

3 months ago

Gurgaon, India JLL Full time

JLL supports the Whole You, personally and professionally.

Regional Helpdesk System Administrator
Work Dynamics

**What this job involves**:
The Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms, desks and floorpasses, parking spaces, registering visitors and facilitates the provision of meeting room catering requirements. The current global system is provided by an external vendor FM: Systems Employee. The solution provides a web portal, Mapview (for floorplan bookings), an Outlook Plug In, Hardware (Panels), a mobile app and integrations to other systems.
It’s an exciting time for Resource Booking with new emerging technologies, workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.

Role Purpose
The Resource Booking Administrator will work as part of the Global Resource Booking Team (RBT) which falls under the wider Business Information & Technology Team (BIT). The Resource Booking Administrator will be responsible for maintaining our Resource Booking system and supporting internal customers on behalf of our global client.
They will be required to work at pace, to resolve a high number of BAU requests, to deliver system updates in line with Moves & Changes and to support with projects and new initiatives.
The role will be based in India (in either Bangalore or Hyderabad) and will officially report directly to the Global Lead based in the UK. Although day to day management of tasks and support will be provided by the Regional Lead. There will be flexibility to work from both an office location and from home. Occasional weekend working may be required during system outages or upgrades.

**Major responsibilities**:
Manage the Resource Booking work queue (via existing Outlook inbox or via a future queue management tool)
Responding to customer enquiries empathetically and professionally within agreed SLAs
Replicate and troubleshoot customer issues and escalate to Tier 2 support (vendor) as needed
Build and amend system resources via Admin modules
Manage user access requests
Panel troubleshooting
Deliver guidance and training to employees
Implement new rollouts/initiatives under Regional Lead direction

Technical mindset with the ability to quickly understand the vendor system and engage with the vendor for troubleshooting. Existing knowledge of FM: S Employee would be beneficial, but not essential
Ability to capture business requirements and translate them into system solutions
Experience of delivering training to end users
Proactivity - offering to support other Administrators and Regional Leads - working as a team to deliver
Passionate about providing exceptional and memorable customer experiences at every interaction
Team-building - Key stakeholder, collaborators and RBS Team are geographically dispersed. Ability to create team ethos across virtual teams is critical
Data Accuracy & Reporting - ability to maintain data standards within the system and provide high quality updates (right first time). Ability to understand our data outputs via the JLL Dashboard reports and system reports
Conviction to recommend changes to process and procedures for continuous improvement

What you can expect from us
You’ll join an entrepreneurial, inclusive culture. One where we succeed together - across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Keep your ambitions in sight and imagine where JLL can take you...

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. An

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