Senior Helpdesk Agent

The Senior Helpdesk Agent is an integral part of the JLL EMEA, APAC & LATAM Helpdesk Services. The role is responsible for managing and administering tasks or tickets within both JLL and client systems. Its all about the data, keeping systems accurate and up to date on an ongoing basis as well as supporting in periodical reporting and ad hoc analytics to the wider account team. All the time delivering and exceptional user experience to both to internal and external end users.

Key Responsibilities:

• Responsible for overall integrity of the Computerised Maintenance Management System (CMMS) and assuming responsibility for supporting the account team, overseeing proper system use and configuration to meet internal and client objectives
• Review of systems data to ensure information is always up to date and accurate
• Data collation and analysis for both management and monthly reporting
• Report on local site and account data for Facilities Managers (FMs) Regional Facilities Managers (RFMs), Operations Manager, Account Director and the Client team
• Ensure prompt resolution of any customer complaints, with timely escalation to respective teams when required
• Developing and maintaining positive and client-focused relationships within the Facilities Managers (FMs) and wider Facilities, Culinary and Security (FCS) teams
• Be a central point of contact for the Facilities team for the CMMS system
• Propose ideas and solutions to support enhanced user experience or efficiency in line with Facilities Management processes and procedures
• Assist the Central Operations teams with ad-hoc projects
• General administrative duties as may be required in a fast paced rapidly changing environment

Working Life:

• Daily you will be working in our Hyderabad office.
• The main business language spoken in our offices is English. Knowledge of written & spoken English is essential

About you:

• 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 successthats 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.
• You are adept at multitasking and can manage multiple projects effectively
• You keep up to date with industry trends and have direct experience or an interest in facilities management and customer service
• You are open and have good communication skills
• You strive for excellence in what you do and share ideas for improvement
• You are proficient with Word and excel and have a keen interest in technology
• You are adaptable to work to requests and projects that may vary from day to day

Scheduled Weekly Hours: