Global Senior Helpdesk Agent

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

What this job involves:

As a Global Senior Helpdesk Agent at JLL, you will serve as the primary support coordinator responsible for delivering exceptional service through efficient ticket management, relationship building, and continuous process improvement while ensuring the seamless operation of facility-related services by managing service requests from inception to resolution, analyzing operational data to drive systematic improvements and maintain high levels of customer satisfaction. This senior-level helpdesk support role combines advanced ticket lifecycle management with customer experience excellence, requiring you to act as a critical liaison between facility users, service providers, and management to optimize facility operations and enhance the workplace experience through end-to-end facilities request management, proactive customer communication, and data-driven process improvements. You will play a crucial role in JLL's commitment to exceptional facility services by managing complex ticket resolution through completion including vendor coordination and SLA monitoring, delivering exceptional customer service through professional responsive support and relationship building, and performing advanced data analysis and reporting to identify patterns, trends, and improvement opportunities while mentoring junior helpdesk team members.

What your day-to-day will look like:

• Manage end-to-end lifecycle of complex facilities requests through various channels including receiving, assessing, and prioritizing incoming requests
• Resolve advanced incoming requests where able while routing to appropriate service providers or internal teams when required
• Track status and maintain accurate documentation while executing escalation protocols based on severity and business impact
• Drive complex ticket resolution through completion by coordinating with vendors, monitoring progress against SLAs, and verifying work completion
• Conduct proactive ticket management through regular customer updates and early identification of potential delays with complex stakeholder engagement
• Deliver exceptional service through professional responsive support and clear communication throughout ticket lifecycle for escalated issues
• Build and maintain relationships by acting as senior point of contact and developing strong working relationships with service providers
• Perform advanced data analysis and reporting including generating operational metrics reports and analyzing ticket patterns and trends for management insights.

Required Qualifications:

• Fluent English (mandatory) with additional European languages being advantageous and 2+ years' experience in business process support, analytics, or customer service
• Experience in facility management or hospitality services preferred with demonstrated ability to translate data into actionable insights
• Technical proficiency with business systems and applications combined with excellence in written and verbal communication
• Strong stakeholder engagement skills with proven ability to work independently and manage multiple priorities effectively
• Experience working in global, cross-cultural environments with proactive problem-solving mindset and end-to-end ownership approach
• Adaptability and resilience in managing change with customer-centric focus and strong empathy skills
• Commitment to continuous learning and professional development with understanding of advanced ticket management and resolution processes
• Knowledge of escalation protocols and SLA compliance with ability to coordinate with vendors and service providers at senior level.

Preferred Qualifications:

• Background in senior global helpdesk operations with experience in complex ticket lifecycle management from inception to resolution
• Understanding of advanced operational metrics reporting and data analysis for identifying patterns, trends, and improvement opportunities
• Experience with vendor coordination and service provider relationship management in facility operations environments at senior level
• Knowledge of escalation protocols based on severity, business impact, and service level agreements with mentoring capabilities
• Familiarity with knowledge base documentation and resolution step tracking for continuous improvement and team development
• Experience with complex ticket management including scheduled check-ins and proactive customer communication for escalated issues
• Understanding of root cause analysis and recurring issue identification for systematic process improvements and team guidance
• Background in global cross-cultural support environments and facility operations optimization with senior-level responsibilities.

Location: On-site

What you can expect from us:

• You'll join an entrepreneurial, inclusive culture where we succeed together – across the desk and around the globe
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay
• Every day is different, and in all these activities, we'd encourage you to show your ingenuity
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.