Helpdesk

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.

Role Overview

The Helpdesk acts as the central point of contact for all service requests and operational support across multiple functions (e.g., facilities, procurement, transportation, and general workplace services).

This role is responsible for managing end-to-end request handling through ticketing systems, coordinating with internal teams and vendors, and ensuring timely resolution in accordance with service level agreements (SLAs). The position focuses on delivering efficient, standardized, and high-quality support to improve overall service delivery and customer satisfaction.

Key Responsibilities

1. Centralized Helpdesk Support

• Serve as the primary point of contact (POC) for all shared services inquiries via email, chat, or ticketing system
• Receive, log, categorize, and prioritize service requests
• Ensure all requests are properly documented and tracked through completion

2. Ticket Management & Dispatch

• Manage tickets using a centralized system (e.g., ServiceNow or similar)
• Assign and dispatch requests to appropriate teams
• Monitor ticket progress and follow up to ensure timely resolution
• Close tickets with complete documentation and user confirmation

3. SLA Monitoring & Escalation

• Ensure all requests meet defined response and resolution SLAs
• Track high-priority or critical issues and escalate when necessary
• Proactively follow up on overdue or delayed tickets

4. Cross-Functional Coordination

• Coordinate with multiple departments such as:
  • Facilities / Workplace Services
  • Procurement / Finance
  • Transportation and Logistics
  • Vendors and third-party providers
• Act as the communication bridge between requestors and service providers

5. Request for Processing Support

Handle and support various shared services requests, including:

• Workplace/facilities-related concerns
• Transportation and logistics coordination
• Purchase requests, vendor coordination and invoice management.
• Administrative and operational service requests

6. Communication & Customer Experience

• Provide clear, timely, and professional updates to stakeholders
• Manage expectations by communicating timelines and progress
• Ensure a high level of customer satisfaction (CSAT)

7. Reporting & Documentation

• Maintain accurate records of requests, actions taken, and resolutions
• Contribute to knowledge base and process documentation

8. Continuous Improvement

• Identify recurring issues and recommend process improvements
• Support standardization and automation initiatives within shared services
• Participating in training and knowledge-sharing activities

Core Skills & Competencies

• Strong customer service and stakeholder management
• Excellent communication and coordination skills
• Problem-solving and critical thinking
• Ability to multitask and manage high request volumes
• Attention to detail and process-oriented mindset
• Basic knowledge of operations, facilities, or administrative processes

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realize 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!

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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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

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 at [email protected]. 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.