JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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. Helpdesk Administrator Reporting into Senior Workplace Ambassador Job Summary As an active member of the Helpdesk team and part of the Client Epsom Hub, the Helpdesk Administrator will assist in the day-to-day running of the Helpdesk, undertaking administrative duties and providing support to the management team and colleagues across the account. The Epsom Hub operates between the hours of 8am and 6pm and a rota system is in operation to cover these hours, so flexibility is required. Additionally, the Helpdesk Administrator is responsible for representing Jones Lang LaSalle in the local and regional business and real estate community in order to promote JLL’s reputation and capabilities. What The Job Involves Customer Service Receiving incoming telephone calls, passing information/work orders on to staff/contractors in a timely manner. Replying to requests, queries and complaints received over the phone or by email. Inputting and progressing maintenance work requests and queries onto the helpdesk system. Coordination of internal and external resources to ensure work orders are completed within SLA Ensure clients are updated on progress of work orders in a timely manner and that WO are closed out to customer’s satisfaction Maintaining an up to date working knowledge of all relevant processes and policies. Maintain a strong working knowledge of the Corrigo system enhancing personal skills through training and inquisitive research Remain calm under pressure, use initiative and manage changing priorities as they arise Providing general administrative support. Switchboard Support (absence cover) Respond promptly to incoming calls, minimising the caller wait time Ability to work independently as well as collaboratively within a team. Effectively & efficiently deal with caller’s requests, listening with care in order to route correctly first time As required, provide a messaging service on behalf of callers to the Client Account Managers Ensure all colleague’s names and contact numbers remain confidential & that no personal details are shared Escalate technical issue with the switchboard through predefined channels HSE, Security & Quality Demonstrate permanent high level of security awareness, knowledge of emergency E vacuation & health & safety procedures. Understand & actively support JLL’s Quality Management program Report any suspected cases of Phishing in line with client policy Site Operations Ensure cleanliness of work area at all times Provide management information relating to helpdesk as and when required. Ensure accurate and detailed hand over is planned & passed on (for tasks for within responsibility), if absent from the business Additional Duties & Responsibilities Helpdesk administrators may from time to time be asked to support the switchboard team with administration & other tasks Work as a reliable, efficient and flexible member of the team thereby contributing to team success Host Bi-Weekly Operational Helpdesk meeting and 122 Landlord helpdesk meeting. Key Performance Measures Ability to meet above standard job requirements. Ability to work within a team. Ability to fit within the company culture. Ability to adapt to a fast pace and demanding environment Skills The candidate must demonstrate the following skills: Attention to detail. Problem solving Customer focused. Excellent verbal & written communication Proficient with the use of Microsoft Office tools Competencies The candidate must demonstrate the following personal attributes: Exemplary Customer focused. Assertive Possess cultural awareness and sensitivity Experience Previous experience in customer service, room reservation systems, space management is preferred along with familiarity using booking portals LI-JA1 Location: On-site –Surrey, GBR If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call 44 ( 0 ) 20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. 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