Global Helpdesk 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.   

Job Description – Global Helpdesk Executive

Location: Gurgaon, Sector 48, Haryana
Department: Facilities
Reporting To: Facilities Manager / Account Manager
Shift: Flexible (07:00 AM-03:00 PM / 03:00 PM-11:00 PM)

Role Purpose

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.

Key Responsibilities

• 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.

Skills & Competencies

• 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.

Technical Skills

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

Qualifications & Experience

• 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

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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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.