Role Purpose

Single point of contact for logging, tracking, and closing all facility service requests and incidents raised by occupants, customers, and internal teams. Ensures timely dispatch, follow-up, and escalation of tickets across electrical, mechanical, BMS, and soft-services domains.

Key Responsibilities

- Log all incoming requests/complaints (call, email, ticketing tool) accurately and promptly
- Assign tickets to the relevant shift engineer or team based on nature and priority
- Track ticket status end-to-end; follow up with assigned teams until closure
- Escalate unresolved or SLA-breaching tickets per the defined escalation matrix
- Maintain daily/weekly/monthly helpdesk logs and status reports for management review
- Coordinate with Shift Electrical, HVAC, BMS, and Field Support teams for real-time updates
- Support audit readiness by maintaining complete, time-stamped ticket history




- Assist in root-cause tracking by linking recurring complaints to incident/problem tickets
- Communicate professionally with internal and external customers on request status
- Support onboarding of new occupants/visitors with site access and service information

Requirements

- Graduate in any discipline; prior helpdesk/customer service experience preferred
- 2–4 years experience in a facility helpdesk, call center, or service desk role, ideally in a data center or critical facility environment
- Working knowledge of CMMS/ticketing tools (e.g., ServiceNow or equivalent)
- Clear verbal and written communication skills
- Solid follow-up discipline and multitasking ability under pressure
- Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred
- Proficiency in MS Office (Excel, Powerpoint)

📌 Helpdesk Coordinator (Thane)
🏢 JLL
📍 Thane