Helpdesk Executive

• →Receive, log, and categorize all incoming support requests via phone, email, and ticketing system
• →Provide first-level troubleshooting and technical support for hardware, software, and network issues
• →Escalate complex issues to appropriate technical teams with complete documentation

• Process service requests including access provisioning, password resets, and system configurations
• Track and monitor ticket status from creation to closure
• Ensure adherence to defined SLAs and response times

• Maintain clear communication with users regarding ticket status and resolution timelines
• Coordinate with IT teams, vendors, and other departments for issue resolution
• Provide regular updates to stakeholders on open tickets

• Maintain accurate records of all incidents and resolutions in the ticketing system
• Create and update knowledge base articles for common issues
• Generate daily/weekly reports on helpdesk metrics and performance

• Deliver professional and courteous support to all users
• Ensure high levels of customer satisfaction
• Gather user feedback to improve service quality

• Bachelor's degree in Computer Science, IT, or related field
• Relevant certifications (ITIL Foundation, CompTIA A+) are advantageous

• 1-3 years of experience in helpdesk or technical support role
• Experience with ticketing systems (ServiceNow, Jira Service Desk, or similar)

• Strong understanding of Windows/Mac operating systems
• Knowledge of Microsoft Office 365, Active Directory, and basic networking
• Familiarity with remote support tools

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to work under pressure and manage multiple priorities
• Customer-focused approach with patience and empathy

• Shift-based work (may include rotational shifts)
• Office-based with potential for hybrid arrangements
• Fast-paced environment requiring multitasking

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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