Help Desk Executive

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Position: Help Desk Executive

Department: Property Management / Administration
Reporting To: Property Manager / Admin Manager

Job Purpose

To serve as the first point of contact for employees, visitors, and clients by handling service requests, complaints, maintenance issues, and administrative support activities, ensuring prompt resolution and excellent customer service.

Key Responsibilities

• Receive, log, track, and close help desk requests through calls, emails, and ticketing tool systems.
• Coordinate with housekeeping, security, engineering, and vendors for service request resolution.
• Monitor complaint status and ensure timely closure within defined SLA timelines.
• Maintain records of service requests, work orders, and daily reports.
• Provide front-line support to employees and visitors regarding facility-related issues.
• Escalate critical issues to the Facility Manager or concerned teams.
• Coordinate meeting room bookings and workplace support requests.
• Track asset movement, key management, and access-related requests.
• Generate daily, weekly, and monthly help desk MIS reports.
• Follow up with internal stakeholders and vendors for pending tasks.
• Ensure compliance with health, safety, and organizational policies.
• Maintain high levels of customer satisfaction through professional communication.

Required Skills

• Excellent verbal and written communication skills.
• Customer-service orientation.
• Problem-solving and coordination abilities.
• Knowledge of MS Office (Excel, Word, Outlook, PowerPoint).
• Familiarity with CAFM/Help Desk software is preferred.
• Ability to handle multiple tasks and prioritize effectively.

Educational Qualification

• Graduate in any discipline.
• Diploma or certification in Facility Management is an added advantage.

Experience

• 1-3 years of experience in Help Desk, Front Office, Administration, Customer Service, or Facility Management.
• Experience in corporate offices, commercial buildings, or FM services preferred.

Key Performance Indicators (KPIs)

• Ticket closure within SLA.
• Customer satisfaction score.
• Response time to service requests.
• Accuracy of MIS reports.
• Number of pending/open tickets.

Preferred Attributes

• Professional appearance and demeanor.
• Strong interpersonal skills.
• Ability to work in shifts if required.
• Team player with proactive approach.

Location:

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.