Facilities Helpdesk Executive Technical

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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.   

Technical Helpdesk Executive

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
• 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

Required Skills

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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