Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



International Helpdesk Lead



What this job involves:

Lead the International Helpdesk across EMEA, APAC & LATAM with the primary objective of driving the client vision, shaping and delivering services as per client requirements.

Strategize delivery, people management, performance management, and talent agendas, enabling excellence in help desk services, upholding a consumer-centric focus and mind-set of surpassing departmental expectations and nurture continuous improvement.

Drive excellence and deliver the desired quality of services expected from help desk teams, guiding them in a unified direction and taking accountability for the group's actions.

Ability to integrate help desk functions of various geographies, thereby implementing best practices with an aim to deliver consistent customer service.

Foresee opportunities that brings in cost and process efficiency and translate it into plan with clear deliverables along with timelines.

Bring in synergy between Helpdesk operations, Quality assurance and Transition leads to ensure seamless take over during transitions.

Ability to assess and mitigate risks in the overall functioning of Help desk.

Envisage and support the development of dashboards and analytics pertaining to helpdesk which assist leadership in undertaking strategic decisions.

Plan and optimize resources based on volume, average handling time for all regions

Oversee the Transition plan, suggest changes, if required and ensure adherence to timelines.

Assist quality team with a robust plan for monitoring and recording quality and advise ways to close the gaps.

Actively participate with Learning and Development team to develop Training program for Helpdesk teams.



Key Responsibilities include:

Provide leadership and direction to the Helpdesk and Support Teams to understand and deliver the client vision, goals and objectives.

Oversee all aspects of the 24/7 international helpdesk

Conducting financial analysis for the department, managing budget and voicing any additional financial support to the client for the purpose of facilitating improvement keeping focus on frugality.

To analyse and review various data points and facilitate operational teams to use the analytics for possible improvements.

Strong skills in data management, analysis, and processing, with the ability to translate raw data and information into actionable solutions and strategies.

Ensure prioritization of resources, deliver measurable and significant value to the customers.

Play key role in hiring, skill assessment, performance management and retention of talent.

Identify and recommend updates on technology and industry practices and standards which may be emulated to drive excellence.

Support a positive team environment, mentor the team ensuring constant sharpening of their skills and a can-do attitude.

Deliver Helpdesk Performance Report to the Leadership as per the established intervals - weekly, monthly and quarterly.



Sound like you? To apply you need to have



BASIC QUALIFICATIONS / EXPERIENCE

5+ Years experience in similar lead role

Strong analytical skills

Competency in Microsoft applications including Word, Excel, and Outlook.

Exceptional verbal, written, and presentation skills.

Excellent interpersonal and communication skills.



PREFERRED QUALIFICATIONS / EXPERIENCE

Keen understanding of financial metrics including cost management

Manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, and demonstrate calmness and composure under stress and uncertainty.

Proven and successful experience driving positive change and influencing enhanced performance.

Deep understanding of the importance of aligning departmental targets with the business KPIs.



What We Can Do For You



At JLL, our purpose is to shape the future of real estate for a better world.

We make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.

Apply today!

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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.