Helpdesk Executive

JLL supports the Whole You, personally and professionally.

Helpdesk Executive
Work Dynamics

What this job involves?
**Job Description**:
Transforming to the Workplace Team of the future
Commitment to deliver the best level of service every time through obsessive level of attention to detail
Client/Stakeholder Management (in support of the Site lead)
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback

**Operations Management**:
To Assist Reporting Manager for the smooth running of operations
To provide Help Desk services in accordance with company policies, procedures and processes. Achievement of the Key Performance Indicators and Service Level Agreement targets.
Provide Call logging services in accordance with the service guidelines.
Receive and log complaints - Record complete details of the service requests / complaints from employees of (Client). Assign Unique Identity numbers for all service requests / complaints
Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers
Assign and Despatch - Assign specific service provider based on the nature of request / complain.
Follow
- up on completion - Close service requests by regularly following up with respective service assignee and record response times
Customer feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure
Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Building Engineers in job card analysis
Ensure compliance of regulations / requirements of JLL management
Provide assistance in general administrative activities as required
Contribute to the Monthly Management Report to (Client)
Participate in Emergency Evacuation procedures including crisis management and business continuity.
Manage all Health and Safety issues and actively participate in Health and Safety reviews
Assist with the re-sourcing of other aspects of JLL’s operation as required
Perform other duties as required by JLL and (Client)
Work closely with Administration in relation to the payment of invoices. Work closely with Engineering and Facilities in relation to the completion of work orders/ contractor management and agreed operational procedures

**CANDIDATE SPECIFICATION**: KEY SELECTION CRITERIA
Ideal Experience
Excellent verbal and written communication skills as well as presentation skills
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills, Strong PC skills
A minimum of 2 to 5 years in the facility management industry/hospitality industry with a Bachelor’s degree
Experience in Help Desk operations and processes are required with strong Administration Skills.
Strong Customer Service focus
Excellent people skills and ability to interact with a wide range of client staff and demands
Knowledge of Occupational Safety requirements
Demonstrated experience with continuous improvement initiatives highly desirable
Demonstrated experience with client reporting and the preparation of statistical call analysis
Graduate in any discipline
2 - 3 years’ experience in Help Desk management
Proven ability to function effectively as part of a team
Proven ability to initiate and follow through with improvement initiatives
Good communication Skills.
Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management - ‘I Value my Customers’
Demonstrates proactive & professional approach to customer service and stakeholder engagement
Has a natural hospitality-orientated communications acumen
Ability to interact with a wide range of client staff, including senior levels
Ability to manage conflict and balance between client and firm requirements
Has a customer service oriented attitude
Program Management & Organizational Skills - ‘I am Proactive’
Excellent planning & organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking - ‘I am Innovative’
Capacity to deal with ambiguity and solve complex problems effectively
Analytical, proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Detail focused and proactive in nature
Self-motivated
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status quo
Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff

DIRECT REPORTS
TBC

INDIRECT REPORTS
TBC

RE