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Helpdesk Executive

Integrated Facilities Management — Corporate Solutions (Country, Region)

What this job involves:

Centralising all logs and requests

What we’re looking for is an expert who can effectively streamline processes and requests. Reporting to the property manager, you’ll provide superior call logging services—receiving and logging complaints containing complete details of the requests.

In line with this, you’ll tag each request with unique identity numbers to determine the nature of issues, and to dispatch them to the appropriate department. You’ll also follow up on the progress of each request by coordinating with respective assignees and monitoring their response time.

Furthermore, you’ll keep tabs on feedback and communicate with the requestor to ensure the closure of the task. You’ll also prepare daily and weekly reports on call status, as well as monthly reports on recurring calls. Assisting building engineers in conducting analyses is also within your scope.

Specific Duties

Helpdesk Management

Answer, record & resolve all queries, questions, complaints, feedback raised by the internal customers & the same should duly addressed through automation software / Mails within prescribed timelines post receipt of the complaint. Meeting/ Conference Room-Logistic arrangements Prepare daily reports including timeliness of repairs and reasons for delays. Monitor the daily check lists/snags with the help of the Facility management tool and will send a daily report to the Manager. Record and track all/any request/feedback/suggestion/complaints as described above and under scope of this contract. Operate help desk as per the guidelines provided by client Management. These Services pertain to the assisting / guiding the Employees with respect to Seat Booking, Other Operational support & Queries. Attending problems on Helpdesk and resolving the problems to closure, which occur on day-to day basis. Responding and resolving the problems which may be related to Book It, Relocation, Accommodation of employees, Events etc. Responsibility for all adhoc duties and tasks as assigned by Manager.

Goodies Distribution (Delivery and recovery): 

Maintaining Details (Mumbai Local/Outstation) Route segregation as per the requirement Distributed/collected in given timeline for both local and outstation. Once the delivered the same data is updated to the requester on weekly file. Agency to delivery / recover the goodies as per the TAT and shared with client. Timely tracking the goodies and ensure necessary follow-up with courier agency team. Sharing consolidated delivery/recovery report on a weekly basis.

Front Desk Management:

Provide Front Office services at required locations. Conduct of the front office attendant and upkeep of the front office area will be the key measure to assess the performance of the front office services provided by the Service provider. Make receptionist services available as per the prescribed timings. Ensure that all customers, users, or visitors shall be greeted with a courteous and inviting attitude and to a standard to the reasonable satisfaction of Client. Train the receptionist to notify the host of his/her visitor’s arrival. Service provider will ensure that the receptionist greets all visitors. Visitors will not be allowed beyond the reception areas without being escorted by their host or having been issued with a Security Pass Ensure the receptionists carrying out the service are smartly always dressed. Ensure that all visitors at Client’s Sites must be signed in and out and be given a visitors badge for that day. Ensure the cleanliness and upkeep of the front office/reception area to reflect the corporate image of Client. The waiting area should be always in order and newspapers, flower arrangement, telephone should be in place and arranged neatly. Service provider should ensure that there is an immediate replacement available in case the Front Office resource resigns from the service or stops attending the work. Always keep an updated Service provider contact list. Maintain Office extension numbers for the Client facility. Attending all incoming / outgoing calls & diverting the calls rightly as needed. Assisting Admin department & other support departments, as required from time to time. Coordinating & Supervising for meeting rooms setup, lunch arrangements etc. during client visits / senior meetings & interviews Handling Food Coupons for New Joiner Taking care of Travel Insurance for the Employee who travel abroad. Taking care of Workstation allotment to New Joiner by coordinating with Spock. Making entry in portal with correct information. Preparing workstation occupancy report with required details. Taking care of Hotel Booking for all Employees and maintain tracker.

Mail Room Services:

Service provider is responsible for the operations of the mail room, either directly or through an external agency. Service provider is responsible for receiving mail delivered by the Postal Service, local and international couriers. Receiving all incoming mail, couriers etc., make a log entry. Official letters to be delivered on desk against a countersign by receiver. Maintain proper tracker, registers, emails, & other documentation pertaining to mailroom operations. Monthly statistical reports on internal mailing operations. Sorting and delivery of inward courier To track and follow up upon the outstanding Proof-of-Delivery (POD) / Delivery Order. Managing all incoming / outgoing couriers / mails & maintenance of related records, trackers & proof of delivery. Timely delivery of incoming mails/couriers to intended receipt. Timely dispatch of outgoing ails/couriers. Up to date records of incoming + outgoing mails/couriers.

Key Management:

Key handover for new resources & key collection from resigning resources. Ensure tracker is maintained.

Reports & Documents Management:

Help Desk report, DSR, MMR, Weekly reports, Complaint register etc. Visitor register, Telephone records, DSR, MMR, Inventory checklist. Tracker, Monthly Workstation Report. Courier incoming/outgoing register; DSR, MMR etc. Key register and Key tracker.

Performing other ad hoc tasks

As an expert in the field, you must be flexible in taking other responsibilities aside from your core tasks. Part of your mandate is to contribute to the monthly management report for our clients. Likewise, you’ll work closely with admin personnel in processing invoices.

Likewise, you’ll be working side-by-side with both engineering and facilities departments in handling our contractors and developing operational procedures. Ensuring workplace safety is also within your scope. To do this, you’ll actively participate in health and safety reviews and identify potential risks. You’ll also participate in emergency evacuation procedures as needed.

Sound like you? To apply you need to have:

Proven industry experience

Are you a degree holder with three to five years’ experience in facilities management? Do you have a solid background in helpdesk operations and strong working knowledge of occupational safety? Do you have a proven track record in rolling out improvement initiatives? If you said yes to all these, then we encourage you to apply.

Collaborative mind set

At JLL, we believe that collaboration plays a central role in achieving success—that’s why you must demonstrate flexibility in working with a team. Likewise, you must possess a customer-centric focus and superior organisational skills to manage daily activities effectively. You must also be equipped with excellent communication skills to coordinate effectively with colleagues and clients.

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!

Location:

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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