SME - Facilities Help Desk - Taguig, National Capital Region

How we support the Whole You · : · Our benefits are a good reason to come to JLL. · We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well-being. Our ...

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How we support the Whole You
:

Our benefits are a good reason to come to JLL.

We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

Job Description Summary
Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations. We deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.

Job Description
What this job involves:
The Facilities Help Desk Analyst shall be responsible for:

• Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests
• Analyze operational data to identify trends, inefficiencies, and areas for process improvement, presenting actionable insights to management.
• Anticipate potential challenges and implement preventive measures to forestall customer impact.
• Assess customer needs to develop targeted response strategies that optimize satisfaction outcomes
• Build and maintain strong professional relationships with client personnel through proactive communication.
• Collaborate with cross-functional teams to design and implement enhancements and process improvements
• Coordinate with internal teams and external vendors to ensure timely, effective solutions
• Create detailed work orders and monitor progress to completion with clear stakeholder communication
• Develop and maintain performance metrics dashboards to track service delivery effectiveness and support continuous improvement initiatives.
• Drive the adoption of best practices in communication and stakeholder engagement, elevating overall team performance and client satisfaction.
• Evaluate risk in service delivery processes and propose robust mitigation strategies to minimize potential disruptions
• Guide junior analysts in advanced analytics techniques, fostering professional growth and technical expertise.
• Lead root cause analyses for recurring or high-impact customer issues, recommending strategic solutions and process enhancements.
• Maintain a thorough understanding of relevant policies, procedures, and compliance standards, ensuring operational excellence
• Oversee quality assurance protocols for data entry, documentation, and workflow management to ensure compliance and accuracy.
• Participate in strategic planning and policy development sessions to align operational initiatives with organizational goals.
• Prepare detailed reports on customer satisfaction, issue resolution timelines, and vendor performance for executive review.
• Process customer requests while maintaining precise information gathering and communication
• Take full ownership of customer issues from initial contact through complete resolution
• Exercise advanced judgment to identify critical issues requiring escalation to senior leadership or specialized technical teams.
• Mentor new team members via structured buddy programs and knowledge-sharing, helping to cultivate a high-performance team culture.
• Operate within established service level agreements while continuously seeking opportunities to exceed client expectations.
• Take full responsibility for the customer journey—from initial contact to complete issue resolution—ensuring professional accountability at every stage.
• Serve as the primary point of contact for technical inquiries and complex customer issues requiring deep operational expertise.
• Review and validate high-impact data, documentation, and reports for accuracy and compliance within facility management operations.
• Mentor and coach new and existing team members, sharing advanced insights to elevate team competency and service delivery performance
• Provide guidance and support in the oversight of team members

Location:
–Taguig, Philippines

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

About JLL –
We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

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. We will then delete it safely and securely.

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.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

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 contact us at Accommodation Requests. 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.