Helpdesk Executive

Overview

Helpdesk Executive role at JLL in Bengaluru, managing the ticketing portal, SLA and milestone tracking, reporting, internal documentation, team training, and reception desk coverage.

What you'll do

• Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload.
• Ensure tickets are categorized correctly for streamlined resolution.
• Update ticket details if necessary to reflect accurate information.
• Follow up on the progress of each request by coordinating with assignees and monitoring their response time and GCal invites.
• Keep tabs on feedback to ensure closure of the task.
• Mark and track ticket progress to prevent SLA breaches.
• Set and manage milestones to ensure timely resolution.
• Communicate with relevant stakeholders regarding statuses and concerns.
• Coordinate for maintenance and repairs when a ticket is raised.
• Oversee the actioning of tickets for Meeting & Events.
• Generate reports on the number of tickets received, actioned, pending, cancelled and closed.
• Analyse employee performance by tracking the number of tickets handled per individual.
• Identify location-based trends in ticket submissions.
• Anticipate needs and respond to client issues in an expedient and professional manner.
• Build lasting relationships quickly.
• Maintain and update Quip pages with essential records.
• Organize and track important ticket-related data in Google Sheets.
• Ensure accurate documentation for audit and review purposes.
• Train new hires and existing team members on the ticketing process and best practices.
• Audit and conduct sessions to improve efficiency and adherence to laid guidelines.
• Provide ongoing support to the team.
• Execute additional tasks assigned by the Manager as per business needs.
• Support special projects and process improvements related to helpdesk operations.
• Handle front desk responsibilities, including visitor management, in GSA absence.
• Ensure smooth operations and maintain professionalism in client interactions.
• Provide administrative support when required.

Details

• Location: On-site, Bengaluru, KA.
• Scheduled weekly hours: 48.