Helpdesk Executive

JLL empowers you to shape a brighter way.  

Our people at JLL 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.   

Job Description: Centralized Helpdesk Executive

Position Overview

The Centralized Helpdesk Executive serves as the first point of contact for all internal technical and operational support requests, ensuring timely resolution and excellent customer service.

Key Responsibilities

Incident Management

• Receive, log, and categorize all incoming support requests via phone, email, and ticketing system
• Provide first-level troubleshooting and technical support for hardware, software, and network issues
• Escalate complex issues to appropriate technical teams with complete documentation

Service Request Handling

• Process service requests including access provisioning, password resets, and system configurations
• Track and monitor ticket status from creation to closure
• Ensure adherence to defined SLAs and response times

Communication & Coordination

• Maintain clear communication with users regarding ticket status and resolution timelines
• Coordinate with IT teams, vendors, and other departments for issue resolution
• Provide regular updates to stakeholders on open tickets

Documentation & Reporting

• Maintain accurate records of all incidents and resolutions in the ticketing system
• Create and update knowledge base articles for common issues
• Generate daily/weekly reports on helpdesk metrics and performance

Customer Service

• Deliver professional and courteous support to all users
• Ensure high levels of customer satisfaction
• Gather user feedback to improve service quality

Required Qualifications

Education

• Bachelor's degree in Computer Science, IT, or related field
• Relevant certifications (ITIL Foundation, CompTIA A+) are advantageous

Experience

• 1-3 years of experience in helpdesk or technical support role
• Experience with ticketing systems (ServiceNow, Jira Service Desk, or similar)

Technical Skills

• Strong understanding of Windows/Mac operating systems
• Knowledge of Microsoft Office 365, Active Directory, and basic networking
• Familiarity with remote support tools

Soft Skills

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to work under pressure and manage multiple priorities
• Customer-focused approach with patience and empathy

Working Conditions

• Shift-based work (may include rotational shifts)
• Office-based with potential for hybrid arrangements
• Fast-paced environment requiring multitasking

Location:

Scheduled Weekly Hours:

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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For additional details please see our career site pages for each country.

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 email us atHRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to ourContact Us page > I want to work for JLL.