Helpdesk Coordinator
ThaneFull-time2–4 yrsPosted 3 days ago
Mid-level IT support role at Jones Lang LaSalle Building Operations in Thane. Needs 2–4 years and a degree.
About the role
Single point of contact for logging, tracking, and closing all facility service requests and incidents raised by occupants, customers, and internal teams. Ensures timely dispatch, follow-up, and escalation of tickets across electrical, mechanical, BMS, and soft-services domains.
What you'll do
- Log all incoming requests/complaints (call, email, ticketing tool) accurately and promptly
- Assign tickets to the relevant shift engineer or team based on nature and priority
- Track ticket status end-to-end; follow up with assigned teams until closure
- Escalate unresolved or SLA-breaching tickets per the defined escalation matrix
- Maintain daily/weekly/monthly helpdesk logs and status reports for management review
What you need
- Ticketing tools
- ServiceNow
- MS Office
- PowerPoint
- HVAC