Global Helpdesk Executive

To act as the first point of contact for Global Helpdesk operations, ensuring timely response, efficient ticket management, SLA adherence, and seamless stakeholder communication to deliver an exceptional employee experience.

• →Receive, log, assign, track, and close service requests through helpdesk platforms.
• →Manage Global Helpdesk emails and respond within defined SLA timelines.
• →Act as the first point of contact for service requests through voice and email support.
• →Ensure all requests are accurately recorded and promptly actioned.
• →Coordinate with technicians, vendors, and FM teams for timely issue resolution.
• →Monitor ticket queues and ensure SLA/TAT compliance.
• →Follow up on all open requests through to closure and provide regular status updates to requesters.
• →Manage conference and meeting room bookings as required.
• →Escalate critical incidents as per the escalation matrix and notify management during emergencies.
• →Prepare and maintain daily, weekly, and monthly MIS reports, dashboards, and call status summaries.
• →Identify recurring issues and recommend process improvements.
• →Provide support to other facilities functions as needed.

• Strong verbal and written communication skills.
• Excellent customer service and stakeholder management abilities.
• Strong analytical, problem-solving, and organizational skills.
• Ability to work independently and manage multiple priorities.
• Good understanding of helpdesk operations, ticket management, and SLA governance.

• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)
• Proficiency in Power BI.
• Experience with ServiceNow, Jira, Freshservice, Zendesk, or similar ticketing tools.

• Bachelor's degree in any discipline.
• Minimum 5 years of experience in Helpdesk, Service Desk, or Customer Support functions.

Experience supporting global stakeholders will be an added advantage

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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