Help Desk Agent

JLL supports the Whole You, personally and professionally.

We are currently seeking a Sr. Helpdesk Agent to join our JLL team supporting our client, Amazon’s Global Real Estate & Facilities.

Helpdesk Agents provide customer service and assist with facilities ticket management activities, overseeing compliance with assigned service level standards.

What this job involves

The Guru is responsible for evaluating, entering and responding to trouble tickets, entering work orders into Building Management systems, and effectively communicating the progress of work with facilities team members.
Provide prompt and courteous response to Amazon employee and client requests within the guidelines set forth by Hines and Amazon Global Real Estate & Facilities
Responsible for obtaining approvals of various requests from others such as Executive Assistants, Space Admins and Facilities Management
Maintain all business contact information within the Guru Handbook and other various reference documents
Update tickets with appropriate notes when completion notices are received from property management or other vendor partners
Assist with communications and coordination of response activity during emergencies if deemed reasonable and prudent, and as trained by supervisor
Assist with any other projects/duties as directed by managers

2+ years of experience working in a customer service environment required.
Bilingual (English/Spanish) Required
Ability to self-manage and maintain a high level of productivity working remotely
Meet highest attendance and punctuality requirements
Operate personal computer as well as demonstrating proficiency with computer software (examples include Outlook, Sharepoint, MS Word, MS Excel, MS Outlook, Smartsheets,etc.)
Outstanding written and verbal communication skills which demonstrate the ability to communicate to technical and non-technical audiences, convey key insights from analysis in business terms, and work effectively with team members and partners from all levels of the organization
Strong attention to detail
Ability to prioritize and work effectively in a deadline driven, high-volume department
Possess initiative to assume additional responsibilities
Type a minimum 60-WPM with accuracy
Perform basic business math such as compute discount, interest, percentage and profit/loss
Experience in working collaboratively with internal and external members
Strong service mindset and ability to model organizational values
Interpersonal skills which inspire patience, flexibility, creativity, and perseverance in others
An appreciation of, sensitivity to, and respect for a diverse environment
Demonstrated success working with stakeholders at all levels of an organization
High School Diploma or Equivalent Required

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.