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 current 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
- Strong 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)

📌 Service desk Shift Lead (Thane)
🏢 JLL
📍 Thane