Helpdesk

Role Purpose

The Helpdesk Operator is responsible for delivering day-to-day services within the Facilities Helpdesk Administration Team. The role combines technical and customer service skills to ensure efficient handling of requests, accurate documentation, and effective communication with clients, site staff, JLL colleagues, and vendors.

Key Competencies

• Customer & Client Focus: Deliver exceptional customer service to build valuable long-term relationships with colleagues, customers, and clients.
• Impact and Influence: Communicate effectively to build relationships and interact appropriately with others.
• Continuous Improvement: Seek to raise standards and improve quality of performance and service.
• Working with Others: Work effectively and professionally with others to achieve desired results.

Job Responsibilities

• Ensure all company and Site Engineering policies and procedures are adhered to.
• Ensure all work is carried out in a safe and compliant manner in line with appropriate industry standards.
• Provide telephone and e-mail cover for Helpdesk requests during normal working hours.
• Generate daily work lists for facilities technicians.
• Generate weekly/monthly helpdesk reports for site KPIs.
• Provide administration support to the JLL Management team.
• Perform general office administration duties (filing, scanning, etc.).
• Liaise with internal/external contractors to follow up on service calls and ensure timely closure.
• Perform audits on all site conference facilities.
• Print off site drawings as requested.
• Assist with uploading information onto the CMMs system.
• Create and manage Purchase Orders on Ariba-Buy on Demand as requested.
• Complete any other requests from management as required.

Knowledge, Skills, And Experience Required

• Excellent use of English (written and spoken).
• Practical and effective problem-solving skills.
• Strong knowledge of Microsoft Office software (Excel, Word, PowerPoint).
• Ability to deal effectively with internal and external customers.
• Ability to work alone and as part of a team.
• Customer service experience in a fast-paced environment (distinct advantage).
• Ability to multitask and prioritise workload appropriately.
• Flexibility regarding working hours.

Infrequent Duties

• Report and take action on customer/client complaints, compliments, and incidents (accident, fire, theft, loss, damage, unfit food, or other irregularities).
• Attend meetings and training courses as necessary.
• Providing support to the Finance Team when required (i.e holiday cover/back-up)