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Our people at JLL 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.

Help Desk Officer - Work Order Ticketing System

About the Position

We are looking for a dedicated Help Desk Officer to manage our work order ticketing system supporting multiple sites with varying operational schedules. This role will provide critical support to both our standard business hours locations and our 24/5 operational facilities, ensuring maintenance and service requests are handled efficiently across all time frames.

Responsibilities

• Serve as the primary administrator for the work order ticketing system across all site operations
• Receive, log, and process all incoming maintenance and service requests via phone, email, and online portal
• Implement and maintain different service level agreements (SLAs) for standard business hours sites and 24/5 operational facilities
• Categorize and prioritize tickets based on urgency, operational impact, and site-specific requirements
• Assign work orders to appropriate maintenance staff or service teams based on availability and shift schedules
• Coordinate with after-hours on-call staff for emergency issues at 24/5 operational sites
• Monitor ticket progress and ensure timely resolution according to established SLAs
• Communicate proactively with requesters about work order status and expected resolution times
• Generate regular reports comparing performance metrics between standard and extended-hours sites
• Identify patterns of issues across different operational schedules and recommend preventative measures
• Maintain the ticketing system database, including site-specific workflows and escalation paths

Requirements

• High school diploma or equivalent; associate degree preferred
• 1-2 years of experience with helpdesk ticketing systems in a multi-site environment
• Understanding of 24/5 operational challenges and priority management
• Strong organizational skills with ability to adapt to varying urgency levels
• Experience coordinating with shift workers and after-hours support teams
• Detail-oriented with excellent documentation capabilities
• Customer service mindset with outstanding communication skills
• Good oral and written communication skills in English language.

Technical Skills

• Proficiency with work order/ticketing management software
• Experience with SLA monitoring and reporting
• Working knowledge of Microsoft Office, especially Excel, Teams and Outlook
• Understanding of escalation protocols for after-hours support
• Basic knowledge of Facilities Management

Soft Skills

• Excellent prioritization abilities
• Clear communication across shifts and departments
• Problem-solving under time constraints
• Adaptability to changing support needs
• Calm demeanor during urgent situations

Work Environment

• Primary schedule during standard business hours with occasional shift adjustments
• May require periodic on-call rotation to support 24/7 operations
• Primarily office-based with potential need to coordinate across time zones or shifts

Location:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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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 [email protected]. 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.