Helpdesk Executive

JLL supports the Whole You, personally and professionally.

Helpdesk Executive
Work Dynamics

**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 to
meet 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 concerned
call 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

**Analysing 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 case
if tool fails to connect
To ensure timely Managing In-house Event and promos related poster with the closed dates

KEY PERFORMANCE MEASURES

Leadership
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 Soft Services management.
3-4 years of experience in development, implement and maintaining Soft Services 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.

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. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.