JLL

Helpdesk Executive

In short

This role handles helpdesk support for a client site in Gurugram, working on ServiceNow and phone calls to log and track service requests, complaints, and tickets through to closure. It's a 24x7 rotational shift, onsite position with a 48-hour scheduled work week, also covering ad-hoc facilities tasks like locker inventory, parking requests, and stationery issuance. Strong communication skills and the ability to meet SLA/KPI metrics are required; prior helpdesk experience is a plus.

Role: Helpdesk Executive

Location: Gurugram - Client site - Premium Office Space

Shift: 24*7 Rotational Shift

•Strong communication skills - to be articulate, precise and respectful in written and verbal communication.

•Work on client's automated tool (Service Now) & over telephone calls

•Record all feedback, track service orders, PPMs etc on excel trackers

•Work as part of a group of specialized teams to ensure handling of feedback/complaints/requests tickets

•Assign and track tickets to timely closure

•Round the clock operation

•Previous experience on Helpdesk, a plus

•Ability to deliver on measurable performance metrics - SLAs/KPI's

Ad-hoc tasks:

•Staff Locker Inventory

•Parking requests – Temp / Permanent including issuance of RFID stickers

•Maintain inventory

•Business Card Processing

•Stationery issuance

•Additional responsibilities as needed will be introduced

Location: On-site – Gurugram, HR

Scheduled Weekly Hours: 48

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