Analyst - Facilities Help Desk

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. How we support the Whole You :   Our benefits are a good reason to come to JLL. We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

Summary Overview of the role: The Property Service Centre manages client requests regarding property and facilities repairs and maintenance. They are charged with ensuring that each and every caller's request is managed from inception to completion and payment (if appropriate) to the satisfaction of the client. Responsible for identifying, analyses, coordinating dispatch of work order requests to the appropriate vendor within the agreed Service Level Agreement. Overdue are being managed effectively to ensure the attendance of the vendors in a timely manner. The appointment and duties may vary dependent on contract requirements and variations.

What this job involves: The Facilities Help Desk Analyst shall be responsible for: Answer all incoming calls/emails from a dedicated or multi-client portfolio. Ensure that requests are addressed in an expeditious manner. Analyze caller's needs and is empowered to implement the best strategy to respond in order to ensure superior customer satisfaction. Resolves and co-ordinates the resolution of customer issues. Measure costs against established service provider guidelines. Verify and track work orders to completion. Continually build customer relations with client personnel. Must have the most positive impact on their clients through their ability to: Problem solve and discern between the symptoms of the problem and the root cause. Work under pressure and with tight deadlines. Convey their commitment to customer satisfaction over the telephone. Take ownership for the ultimate resolution of the customer's problem. Be proactive and take initiative to find the best solution to the problem. Determine when to escalate critical works or issues that cannot be resolved without further assistance. Ability to capture information in system whilst continuing conversation with client. Previous experience in property management - understand difference between Landlord and tenant responsibility, knowledge of commercial lease. An important part of the role is to assist with the training of other new Helpdesks in the team through the use of a buddy system. 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