Helpdesk

JLL empowers you to shape a brighter way .

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.

The Facility Helpdesk Coordinator serves as the primary point of contact for all facility-related inquiries, work orders, and service requests. This role ensures efficient coordination of maintenance activities, vendor services, and building operations while delivering exceptional customer service to building occupants and stakeholders.

Key Responsibilities

Service Request Management

• Receive, log, and prioritize incoming facility service requests through phone, email, and ticketing system
• Assess urgency of requests and dispatch appropriate resources including maintenance technicians, contractors, and vendors
• Track work order status from initiation through completion, ensuring timely resolution and quality service delivery
• Maintain accurate records of all service requests, including detailed descriptions, actions taken, and closure notes

Customer Service and Communication

• Provide courteous and professional assistance to building occupants, tenants, and visitors
• Communicate service updates, maintenance schedules, and building announcements effectively
• Manage customer expectations by providing realistic timelines and following up on outstanding issues
• Escalate complex or urgent matters to facility management as appropriate

Coordination and Support

• Coordinate routine maintenance activities, inspections, and vendor services
• Assist with visitor management, access control requests, parking registration, event support and building security coordination
• Support emergency response procedures and serve as communication liaison during facility incidents
• Maintain helpdesk procedures, knowledge base articles, and standard operating protocols

Administrative Duties

• Generate reports on service request metrics, response times, and common facility issues
• Monitor and update facility documentation including floor plans, vendor contacts, and equipment information
• Assist with invoice processing and purchase order tracking for facility services
• Support building management with special projects and administrative tasks as needed

Preferred

• Associate's degree in business administration, facilities management, or related field
• Experience with CMMS platforms (e.g., Maximo, ServiceNow, FMX)
• Previous experience in property management, facilities, or hospitality environment
• Basic understanding of building systems and maintenance operations
• Bilingual capabilities

Working Conditions

• Office environment with potential exposure to various building areas during site visits
• Standard business hours with occasional overtime or on-call responsibilities during emergencies
• Prolonged periods working at computer workstation and phone system
• May require flexibility to support after-hours building events or urgent facility matters

Location

On-site –Jakarta, Indonesia

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.