Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Helpdesk Executive

Work Dynamics



What this job involves?





Transforming to the Workplace Team of the future

Commitment to deliver the best level of service every time through obsessive level of attention to detail

Client/Stakeholder Management (in support of the Site lead)

Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators

Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Operations Management:

To Assist Reporting Manager for the smooth running of operations

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

Sound like you? To apply you need to be:

CANDIDATE SPECIFICATION:

KEY SELECTION CRITERIA

Ideal Experience

Excellent verbal and written communication skills as well as presentation skills

Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements

Strong analytical, organization and administration skills, Strong PC skills

A minimum of 2 to 5 years in the facility management industry/hospitality industry with a Bachelor's degree

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

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.

Critical Competencies for Success (with corresponding 'I am JLL behaviours')

Client Focus & Relationship Management - 'I Value my Customers'

Demonstrates proactive & professional approach to customer service and stakeholder engagement

Has a natural hospitality-orientated communications acumen

Ability to interact with a wide range of client staff, including senior levels

Ability to manage conflict and balance between client and firm requirements

Has a customer service oriented attitude

Program Management & Organizational Skills - 'I am Proactive'

Excellent planning & organizational skills to prioritize work and meet tight deadlines

Proven ability to manage multiple and complex operational matters on a daily basis



Problem Solving & Strategic Thinking - 'I am Innovative'

Capacity to deal with ambiguity and solve complex problems effectively

Analytical, proven ability to solve problems using a quantitative approach

Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Detail focused and proactive in nature

Self-motivated

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

Works well with diverse teams from various countries/cultures



KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff



DIRECT REPORTS

TBC



INDIRECT REPORTS

TBC



REPORTING TO

Workplace Regional Lead

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.



Apply today!



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



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.