Building Operations, Facilities Services

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Our people at JLL and JLL Technologies 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.

Title

Help-Desk Operator

Business unit

IFM

Reporting to

Facility Manager

Key stakeholders

IFM

Direct Reports

Team consisting of

1. Nil

Duties & Responsibilities

What this job involves -

• 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 JLL s 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

Performance objectives

• Meet or exceed best practice in provision of services agreed with the client
• Establishment and adherence to policies & procedures, compliance deadlines for each of the tasks as advised by the Manager.
• Compliance with the Service Level Agreement established between JLL and (Client)

Key skills

• 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
• Strong PC literacy and proven ability to manage daily activities using various systems.
• 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.

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!

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