JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

– Global Helpdesk Executive

Location: Gurgaon, Sector 48, Haryana

Department: Facilities

Reporting To: Facilities Manager / Account Manager

Shift: Flexible (07:00 AM-03:00 PM / 03:00 PM-11:00 PM)

Role Purpose To act as the first point of contact for Global Helpdesk operations, ensuring timely response, efficient ticket management, SLA adherence, and seamless stakeholder communication to deliver an exceptional employee experience.

Key Responsibilities

Receive, log, assign, track, and close service requests through helpdesk platforms.

Manage Global Helpdesk emails and respond within defined SLA timelines.

Act as the first point of contact for service requests through voice and email support.

Ensure all requests are accurately recorded and promptly actioned.

Coordinate with technicians, vendors, and FM teams for timely issue resolution.

Monitor ticket queues and ensure SLA/TAT compliance.

Follow up on all open requests through to closure and provide regular status updates to requesters.





Manage conference and meeting room bookings as required.

Escalate critical incidents as per the escalation matrix and notify management during emergencies.

Prepare and maintain daily, weekly, and monthly MIS reports, dashboards, and call status summaries.

Identify recurring issues and recommend process improvements.

Provide support to other facilities functions as needed.

Skills &

Competencies

Strong verbal and written communication skills.

Excellent customer service and stakeholder management abilities.

Solid analytical, problem-solving, and organizational skills.

Ability to work independently and manage multiple priorities.

Good understanding of helpdesk operations, ticket management, and SLA governance.

Technical Skills

Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)

Proficiency in Power BI.

Experience with ServiceNow, Jira, Freshservice, Zendesk, or similar ticketing tools.

Qualifications &

Experience

Bachelor's degree in any discipline.

Minimum 5 years of experience in Helpdesk, Service Desk, or Customer Support functions.

Experience supporting global stakeholders will be an added advantage

If this resonates with you, we encourage you to apply even if you don’t meet all of the requirements below.



We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.

That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

📌 Global Helpdesk Executive (Gurugram)
🏢 JLL
📍 Gurugram