What this job involves:
As a Helpdesk Executive at JLL, you'll be the vital connection between our clients and the comprehensive facilities management services that keep their workplaces operating at peak performance. This role places you at the heart of our service delivery, where you'll coordinate maintenance requests, manage vendor relationships, and ensure seamless facility operations across our portfolio. At JLL, we are collectively shaping a brighter way for our clients, and you'll play a crucial part in this mission by delivering exceptional customer service and maintaining the high standards our clients expect. You'll work closely with building engineers, maintenance teams, and external contractors to resolve issues promptly while maintaining detailed records and communications. Your role supports the smooth functioning of commercial properties, helping create environments where businesses can thrive and employees can be productive.
What your day-to-day will look like:
- Receive and process facility-related service requests from tenants, building management, and clients through various communication channels
- Coordinate maintenance activities including HVAC, plumbing, electrical, and general building repairs with internal teams and external vendors
- Monitor and track work orders from initiation to completion, ensuring timely resolution and quality service delivery
- Maintain accurate records of all service requests, vendor communications, and resolution outcomes in facility management systems
- Communicate proactively with clients and tenants regarding service status updates, scheduled maintenance, and building announcements
- Support emergency response procedures and coordinate urgent repairs to minimize disruption to building operations
- Assist with vendor management activities including scheduling, performance monitoring, and invoice verification
- Collaborate with property management teams to ensure compliance with building policies and safety regulations
- Generate reports on service metrics, response times, and client satisfaction to support continuous improvement initiatives
Required qualifications:
- High school diploma or equivalent; associate degree in facilities management, business administration, or related field preferred
- 1-2 years of experience in customer service, facilities management, or property management environment
- Strong communication skills with ability to interact professionally with clients, tenants, and vendors
- Proficiency in Microsoft Office Suite and ability to learn facility management software systems
- Excellent organizational skills and attention to detail for managing multiple service requests simultaneously
- Problem-solving abilities and capacity to remain calm under pressure during emergency situations
- Understanding of basic building systems including HVAC, electrical, and plumbing concepts
- Flexibility to work varied schedules including potential evening or weekend coverage as needed
Preferred qualifications:
- Bachelor's degree in facilities management, business administration, or related field
- Previous experience in commercial real estate, property management, or facilities services
- Familiarity with computerized maintenance management systems (CMMS) and work order platforms
- Knowledge of building codes, safety regulations, and compliance requirements
- Experience working with multiple vendors and coordinating service delivery across various trades
- Professional certification in facilities management or related field such as FMP or CFM
