JLL supports the Whole You, personally and professionally.
Role Overview:
As a Helpdesk Executive at JLL, you serve as the primary communications link between The Client at Powai employees and facilities management services, ensuring all queries and requests are handled efficiently, professionally, and in full compliance with contract standards. A high level of spoken and written English is essential to deliver a superior client experience.
Key Responsibilities:
Fluently and courteously answer all incoming facility-related calls in English, greeting callers and documenting requests clearly and professionally.
Proactively update callers and team members on request status, scheduled maintenance, and service completion; provide clear instructions and manage expectations throughout.
Ensure each interaction delivers an excellent experience, demonstrating active listening, empathy, and a customer-service mindset.
Accurately maintain records of all requests, communications, actions,



and closure details in the designated FM/helpdesk system; ensure documentation is audit-ready as required by the MSA.
Support urgent repairs and crisis situations through prompt escalation and communication, helping ensure business continuity and mínimal disruption.
Assist with vendor scheduling, performance tracking, and invoice/attendance checks as guided by site policies and contractual standards.
Prepare and submit daily/weekly/monthly helpdesk reports on ticket volumes, closure times, feedback, and audit compliance.
Collaborate with property, technical, and soft service teams to uphold The Client at Powai standards of safety, compliance, and user experience.
Required qualifications:
Fluent English (spoken and written) is mandatory.
1-2 years’ experience in helpdesk/customer service/facilities support.
Solid phone etiquette, interpersonal, and documentation skills.
Proficient in MS Office; quick learner of FM/helpdesk software.
Flexible for shifting schedules and fast-paced environments.
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📌 Helpdesk Executive (Mumbai)
🏢 JLL
📍 Mumbai