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.
Position Overview
The Technical Helpdesk Executive serves as the primary point of contact for all facility and technical service requests within the organization. This role combines technical knowledge with customer service excellence to ensure seamless coordination of MEP systems maintenance, troubleshooting, and service delivery through a licensed technology platform.
Key Responsibilities
Manage technical helpdesk operations through the designated licensed technology platform
Log and track all facility and technical service requests received via phone, email, portal, BMS alarms, or walk-in
Monitor technical complaint resolution within established SLA/TAT timelines
Coordinate with facility engineers, technicians, and vendors for MEP-related issues
Respond to Building Management System (BMS) alarms and initiate appropriate actions
Prepare monthly technical helpdesk performance reports with key metrics and trend analysis
Manage user feedback and address technical complaints professionally
Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions
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Escalate critical technical failures following established escalation procedures
Conduct first-level technical troubleshooting and provide remote guidance when possible
Coordinate preventive maintenance schedules and track completion status
Maintain accurate technical documentation including asset details and service history
Qualification & Experience
Diploma or Bachelor's degree in Electrical Engineering, Mechanical Engineering, or related technical field
2-4 years of experience in technical helpdesk, facility operations, or building maintenance
Hands-on exposure to MEP systems and building infrastructure
Experience with CMMS platforms or facility management software (SAP, Maximo, ServiceNow, or similar)
Previous experience in commercial facilities or real estate preferred
Technical Competencies:
Working knowledge of MEP systems including HVAC (chillers, AHUs, FCUs), electrical distribution, plumbing, and fire safety systems
Familiarity with Building Management Systems (BMS) and alarm management
Understanding of preventive and reactive maintenance concepts
Basic troubleshooting skills for common facility equipment issues
Proficiency in helpdesk/ticketing platforms and CMMS systems
Strong command of Microsoft Office Suite, particularly Excel for technical reporting
Understanding of SLA/TAT management specific to technical services
Ability to read and interpret basic technical drawings and specifications
Communication Skills:
Excellent verbal and written communication in English (regional language is a plus)
Ability to explain technical issues to non-technical users clearly
Professional phone etiquette and technical documentation
Location:
On-site –Gurugram, HR
Scheduled Weekly Hours:
48
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!
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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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.
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