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.
How we support the Whole You:
Our benefits are a good reason to come to JLL.
We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.
Job Description Summary
Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations. We deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.
Job Description
What this job involves:
The Facilities Help Desk Analyst shall be responsible for:
• Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests
• Process customer inquiries promptly while ensuring accurate information capture and delivery
• Analyze customer needs to identify optimal response strategies that maximize satisfaction
• Take full ownership of customer issues from initial contact through complete resolution
• Create detailed work orders and monitor progress to completion with clear stakeholder communication
• Coordinate with internal teams and external vendors to ensure timely, effective solutions
• Build and maintain strong professional relationships with client personnel through proactive communication
• Demonstrate commitment to customer satisfaction by taking personal accountability for problem resolution
• Exercise sound judgment to determine when issues require escalation to senior staff or specialized teams
• Operate within established service level agreements while continuously seeking to exceed expectations
• Take initiative to identify potential issues and implement preventive measures before customer impact
• Maintain comprehensive understanding of relevant policies, procedures, and compliance requirements
• Mentor new team members through structured buddy system programs and knowledge-sharing activities
• Contribute to team training initiatives that enhance overall department service delivery performance
Sounds like you? To apply, you need to have:
Skill and Experience Qualifications:
Excellent verbal and written English communication skills.
Proficiency in computer functions within MS Office Suite
Strong administrative skills in organization and time management
Willingness to work on shifting/rotating schedules.
Experience in supporting Global Region services is an advantage.
Bachelor’s degree preferred.
Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months. Should demonstrate a Strong or Exceptional performance rating consistently throughout the entire period under consideration. **For internal applicant
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