JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Title

Help-Desk Operator

Business unit

IFM

Reporting to

Facility Manager

Key stakeholders

IFM

Direct Reports

Team consisting of

1.           Nil

Duties & Responsibilities

What this job involves –

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 / complaintsWork order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbersAssign 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 timesCustomer feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closureReporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Building Engineers in job card analysisEnsure compliance of regulations / requirements of JLL managementProvide assistance in general administrative activities as requiredContribute 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 reviewsAssist with the re-sourcing of other aspects of JLL’s operation as requiredPerform 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

                                  

Performance objectives

Meet or exceed best practice in provision of services agreed with the clientEstablishment and adherence to policies & procedures, compliance deadlines for each of the tasks as advised by the Manager.Compliance with the Service Level Agreement established between JLL and (Client)

Key skills

Experience in Help Desk operations and processes are required with strong Administration Skills.Strong Customer Service focusExcellent people skills and ability to interact with a wide range of client staff and demandsKnowledge of Occupational Safety requirementsStrong PC literacy and proven ability to manage daily activities using various systems.Demonstrated experience with continuous improvement initiatives highly desirableDemonstrated experience with client reporting and the preparation of statistical call analysisGraduate in any discipline2 – 3 years’ experience in Help Desk managementProven ability to function effectively as part of a teamProven ability to initiate and follow through with improvement initiativesGood communication Skills.

Location:

On-site –Pune, MH

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!

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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 contact us at Accommodation Requests. 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.