Jones lang lasalle
Centralized Helpdesk Executive
Overview
The Centralized Helpdesk Executive serves as the first point of contact for all internal technical and operational support requests, ensuring timely resolution and excellent customer service.
About Jones lang lasalle
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise.
Requirements & Eligibility
- Bachelor's degree in Computer Science, IT, or related field
- 1-3 years of experience in helpdesk or technical support role
- Experience with ticketing systems (ServiceNow, Jira Service Desk, or similar)
- Strong understanding of Windows/Mac operating systems
- Knowledge of Microsoft Office 365, Active Directory, and basic networking
- Familiarity with remote support tools
Key Responsibilities
- Receive, log, and categorize all incoming support requests via phone, email, and ticketing system
- Provide first-level troubleshooting and technical support for hardware, software, and network issues
- Escalate complex issues to appropriate technical teams with complete documentation
- Process service requests including access provisioning, password resets, and system configurations
- Track and monitor ticket status from creation to closure
- Ensure adherence to defined SLAs and response times
- Maintain clear communication with users regarding ticket status and resolution timelines
- Coordinate with IT teams, vendors, and other departments for issue resolution
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