Role Overview
The Helpdesk acts as the central point of contact for all service requests and operational support across multiple functions (e.g., facilities, procurement, transportation, and general workplace services).
This role is responsible for managing end-to-end request handling through ticketing systems, coordinating with internal teams and vendors, and ensuring timely resolution in accordance with service level agreements (SLAs). The position focuses on delivering efficient, standardized, and high-quality support to improve overall service delivery and customer satisfaction.
Key Responsibilities
- Centralized Helpdesk Support
- Serve as the primary point of contact (POC) for all shared services inquiries via email, chat, or ticketing system
- Receive, log, categorize, and prioritize service requests
- Ensure all requests are properly documented and tracked through completion
- Ticket Management & Dispatch
- Manage tickets using a centralized system (e.g., ServiceNow or similar)
- Assign and dispatch requests to appropriate teams
- Monitor ticket progress and follow up to ensure timely resolution
- Close tickets with complete documentation and user confirmation
- SLA Monitoring & Escalation
- Ensure all requests meet defined response and resolution SLAs
- Track high-priority or critical issues and escalate when necessary
- Proactively follow up on overdue or delayed tickets
- Cross-Functional Coordination
- Coordinate with multiple departments such as:
- Facilities / Workplace Services
- Procurement / Finance
- Transportation and Logistics
- Vendors and third-party providers
- Act as the communication bridge between requestors and service providers
- Request for Processing Support
Handle and support various shared services requests, including:
- Workplace/facilities-related concerns
- Transportation and logistics coordination
- Purchase requests, vendor coordination and invoice management.
- Administrative and operational service requests
- Communication & Customer Experience
- Provide clear, timely, and professional updates to stakeholders
- Manage expectations by communicating timelines and progress
- Ensure a high level of customer satisfaction (CSAT)
- Reporting & Documentation
- Maintain accurate records of requests, actions taken, and resolutions
- Contribute to knowledge base and process documentation
- Continuous Improvement
- Identify recurring issues and recommend process improvements
- Support standardization and automation initiatives within shared services
- Participating in training and knowledge-sharing activities
Core Skills & Competencies
- Strong customer service and stakeholder management
- Excellent communication and coordination skills
- Problem-solving and critical thinking
- Ability to multitask and manage high request volumes
- Attention to detail and process-oriented mindset
- Basic knowledge of operations, facilities, or administrative processes
What we can do for you:
At JLL, we make sure that you become the best version of yourself by helping you realize 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!
