Helpdesk Agent

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. 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 - Integrated Facilities Management POSITION GOALS Seeking customer service representatives who are focused on providing prompt, courteous and professional customer service. Participate in all customer service training program sessions. Responsible for managing calls, emails, chat and tickets raised by employees at client offices. Adhere to the shifts and week-offs scheduled The job is on work from office model, ensure that it is followed Answer all phone calls promptly, follow telephone etiquette and ensure to be polite and composed while dealing with customers. Coordinate with internal site teams to address issues and resolve requests as per the SLA. Provide customer centric service, ensure to re-confirm with employees on the resolution provided before closing the request. Have complete knowledge on Tools and Applications used by Helpdesk. Be aware of and follow all SLAs. Follow-up with the site team on pending/open issues on a day to day basis. Ensure all the requests are attended in shift and hand over to the Shift in-charge at the end of the shift. Follow the standard operating process outlined in order to provide effective response to the customer. Ensure all required reports are shared in respective shift. Incorporate feedback from activities to improve performance. Skill set: Good verbal and written communication skills. Basic knowledge of MS Office and Outlook Voice and chat support experience (optional) KEY PERFORMANCE MEASURES Uninterrupted site operations Client Satisfaction Continuously improving service EMPLOYEE SPECIFICATIONS KEY COMPETENCIES Sound interpersonal skills to manage diverse range of service providers and Client representatives Sound written and oral communication skills Demonstrated ability to manage multiple and complex operational matters on a daily basis Working knowledge of EHS Regulations Sound computer skills in Microsoft Office LEADERSHIP Represent Jones Lang LaSalle by behaving consistently with cultural and company requirements. Provide services to the account’s cultural and company requirements. Work towards objectives unsupervised. Be willing to assist colleagues. PERSONAL EFFECTIVENESS Provide an effective contribution to the team’s delivery. Contributes via regular feedback, to the overall performance of the delivery team. Works towards individual targets, monitor and manages individual performance. DECISION MAKING Be able to make difficult decisions and resolve problems or improve operations. Actively search-out opportunities to achieve better or best results and increase the service delivery provided by Jones Lang LaSalle. RELATIONSHIP BUILDING Promote open, constructive and collaborative relations with superiors, subordinates, peers and clients. Gains respects of superiors, subordinates, peers and clients. COMMUNICATION Listens effectively and communicate through actions and example. Has strong written and oral communication skills. Regular reporting of the work accomplished and upcoming work If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! 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. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. 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.