JLL empowers you to shape a brighter way.
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.
Role Purpose
Single point of contact for logging, tracking, and closing all facility service requests and incidents raised by occupants, customers, and internal teams. Ensures timely dispatch, follow-up, and escalation of tickets across electrical, mechanical, BMS, and soft-services domains.
Key Responsibilities
Log all incoming requests/complaints (call, email, ticketing tool) accurately and promptly
Assign tickets to the relevant shift engineer or team based on nature and priority
Track ticket status end-to-end; follow up with assigned teams until closure
Escalate unresolved or SLA-breaching tickets per the defined escalation matrix
Maintain daily/weekly/monthly helpdesk logs and status reports for management review
Coordinate with Shift Electrical, HVAC, BMS, and Field Support teams for real-time updates
Support audit readiness by maintaining complete, time-stamped ticket history
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Assist in root-cause tracking by linking recurring complaints to incident/problem tickets
Communicate professionally with internal and external customers on request status
Support onboarding of new occupants/visitors with site access and service information
Requirements
Graduate in any discipline; prior helpdesk/customer service experience preferred
2–4 years' experience in a facility helpdesk, call center, or service desk role, ideally in a data center or critical facility environment
Working knowledge of CMMS/ticketing tools (e.g., ServiceNow or equivalent)
Clear verbal and written communication skills
Strong follow-up discipline and multitasking ability under pressure
Basic understanding of data center infrastructure terminology (power, cooling, BMS) preferred
Proficiency in MS Office (Excel, Powerpoint)
Location
On-site –Thane, MH
Scheduled Weekly Hours
48
Job Tags
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.
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