Job Description
What this job involves
The Facilities Help Desk Analyst shall be responsible for
Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests
Process customer inquiries promptly while ensuring accurate information capture and delivery
Analyze customer needs to identify optimal response strategies that maximize satisfaction
Take full ownership of customer issues from initial contact through complete resolution
Create detailed work orders and monitor progress to completion with clear stakeholder communication
Coordinate with internal teams and external vendors to ensure timely, effective solutions
Build and maintain strong professional relationships with client personnel through proactive communication
Demonstrate commitment to customer satisfaction by taking personal accountability for problem resolution
Exercise sound judgment to determine when issues require escalation to senior staff or specialized teams
Operate within established service level agreements while continuously seeking to exceed expectations
Take initiative to identify potential issues and implement preventive measures before customer impact
Maintain comprehensive understanding of relevant policies, procedures, and compliance requirements
Mentor new team members through structured buddy system programs and knowledge-sharing activities
Contribute to team training initiatives that enhance overall department service delivery performance
To support the Finance Manager in WIP reporting functions including unbilled balances, aging analysis, and reconciliation against the general ledger
To ensure WIP queries from internal teams and clients are coordinated, logged, and resolved within agreed timeframes
To train and support the development of other Finance Coordinators and Finance Administrators
To deputise for Finance Coordinators, Finance Administrators, and on occasions, the Finance Manager
To support the Finance Manager by leading on administration aspects of internal and external audits relating to WIP and billing
To complete WIP data accuracy checks as required by the Finance Manager
Support the billing team with backup documentation, invoice preparation support, and query resolution
Act as Subject Matter Expert for WIP-related customer service processes (Admin and Coordinator related duties only)
Provide support, training, and coaching for new employees joining the finance team
Carry out Finance Admin duties as required
Other Responsibilities
Support the Finance Manager in compliance with billing cycle timelines and service level outputs
Support the Finance Manager in compliance with client service level outputs
Support the Finance Manager in compliance with company Quality Assurance procedures
Support the Finance Manager in maintaining data integrity standards within finance systems
Assist other finance teams or functions with WIP-related tasks if requested by the Finance Manager
Continue with self-development to improve service delivery and reduce escalations
Sounds like you? To apply, you need to have
Skill and Experience Qualifications
Excellent verbal and written English communication skills.
Proficiency in computer functions within MS Office suite and has basic to intermediate skills on Excel
Strong administrative skills in organization and time management
Willingness to work on shifting/rotating schedules.
Experience in supporting Global Region services is an advantage.
Bachelor’s degree preferred.
Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months. Should demonstrate a Strong or Exceptional performance rating consistently throughout the entire period under consideration. **For internal applicant
Location
Taguig, Philippines
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!
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.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.
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 contact us at Accommodation Requests. 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.
Location
On-site –Taguig, Philippines
Job Tags
Customer Complaint Resolution, Customer Inquiries, Customer Satisfaction, Customer Satisfaction Management, Customer Service, Escalation Management, Multitasking, Problem Analysis, Service Level Agreement (SLA), Service Request Management, Taking Ownership
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!
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.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
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 HRSCLeaves@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.
