Helpdesk Executive

What this job involves

Job Description

Transforming to the Workplace Team of the future

• Commitment to deliver the best level of service every time through obsessive level of attention to detail

Client/Stakeholder Management (in support of the Site lead)

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback

Operations Management:

• To Assist Reporting Manager for the smooth running of operations
• 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 / complaints
• Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers
• Assign 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 times
• Customer feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure
• Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Building Engineers in job card analysis
• Ensure compliance of regulations / requirements of JLL management
• Provide assistance in general administrative activities as required
• Contribute 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 reviews
• Assist with the re-sourcing of other aspects of JLLs operation as required
• Perform 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

Sound like you To apply you need to be:

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• Excellent verbal and written communication skills as well as presentation skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills, Strong PC skills
• A minimum of 2 to 5 years in the facility management industry/hospitality industry with a Bachelors degree

• Experience in Help Desk operations and processes are required with strong Administration Skills.
• Strong Customer Service focus
• Excellent people skills and ability to interact with a wide range of client staff and demands
• Knowledge of Occupational Safety requirements
• Demonstrated experience with continuous improvement initiatives highly desirable
• Demonstrated experience with client reporting and the preparation of statistical call analysis
• Graduate in any discipline
• 2 3 years experience in Help Desk management
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow through with improvement initiatives

• Good communication Skills.

Critical Competencies for Success (with corresponding I am JLL behaviours)

Client Focus & Relationship Management I Value my Customers

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service oriented attitude

Program Management & Organizational Skills I am Proactive

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking I am Innovative

• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

• Detail focused and proactive in nature
• Self-motivated
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

DIRECT REPORTS

TBC

INDIRECT REPORTS

TBC

REPORTING TO

Workplace Regional Lead

Scheduled Weekly Hours:

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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 maycontact us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page > I want to work for JLL.