Building Operations, Facilities Services

JLL supports the Whole You, personally and professionally.
Title
Help-Desk Operator
Business unit
IFM
Reporting to
Facility Manager
Key stakeholders
IFM
Direct Reports
Team consisting of
1. Nil
Duties & Responsibilities
What this job involves
- 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
Performance objectives
Meet or exceed best practice in provision of services agreed with the client
Establishment and adherence to policies & procedures, compliance deadlines for each of the tasks as advised by the Manager.
Compliance with the Service Level Agreement established between JLL and (Client)
Key skills
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
Strong PC literacy and proven ability to manage daily activities using various systems.
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.
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.