Workplace Support Ticket Specialist

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.    We are seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This is a global role supporting operations across AMER, EMEA, and APAC through a high-volume, SLA-driven ticket management environment. The successful candidate will demonstrate strong critical thinking, sound judgment, and structured problem solving while managing employee support requests end-to-end. Analysts will leverage internal knowledge repositories, operational playbooks, and business systems to investigate issues, identify root causes, determine the most appropriate resolution path, and ensure customers receive timely, accurate, and complete resolutions. Because this role is asynchronous, expectations around investigation depth, structured thinking, documentation quality, root cause analysis, and ownership are high. This is not basic ticket processing — we need operational problem solvers.

End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution. Every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution. Critical Analysis & Decision Making: Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation. Knowledge-Based Resolution: Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise. Case Quality & Documentation: Create clear, concise, and comprehensive case documentation that enables efficient collaboration with downstream resolver groups — any resolver should be able to pick up the ticket and execute without follow-up questions. Cross-Regional Collaboration: Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance. Core Competencies — Non-Negotiable Critical Thinking: Analyzes complex situations using structured reasoning; evaluates multiple sources of information; identifies underlying causes and develops logical, well-supported solutions. Written Communication: Produces clear, concise, professional, and customer-friendly written communication easily understood across global audiences. Ownership: Assumes complete accountability for customer outcomes by proactively driving cases to resolution. Bias for Action: Acts decisively with available information while balancing customer experience, operational risk, and business priorities. Judgment & Decision Making: Exercises sound decision making regarding issue prioritization, escalation paths, and resolution strategies — including under ambiguity. Customer Obsession: Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences. Attention to Detail: Maintains accuracy in case documentation, diagnostics, routing, and follow-up while managing multiple priorities simultaneously. Basic Qualifications – Non-Negotiable Minimum 4 years of experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments Experience working within high-volume, SLA-driven support organizations in global or