Analyst - Facilities Helpdesk

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.   

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 

Overview of the role: 
The Property Service Centre manages client requests regarding property and facilities repairs and maintenance. They are charged with ensuring that each and every caller's request is managed from inception to completion and payment (if appropriate) to the satisfaction of the client. 
 
Responsible for identifying, analyzing, and coordinating the dispatch of work order requests to the appropriate vendor within the agreed Service Level Agreement. Overdue are being managed effectively to ensure the attendance of the vendors in a timely manner. The appointment and duties may vary depending on contract requirements and variations

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 

• Process customer inquiries promptly while ensuring accurate information capture and delivery 

• Analyze customer needs to identify optimal response strategies that maximize satisfaction 

• Take full ownership of customer issues from initial contact through complete resolution 

• Create detailed work orders and monitor progress to completion with clear stakeholder communication 

• Coordinate with internal teams and external vendors to ensure timely, effective solutions 

• Build and maintain strong professional relationships with client personnel through proactive communication 

• Demonstrate commitment to customer satisfaction by taking personal accountability for problem resolution 

• Exercise sound judgment to determine when issues require escalation to senior staff or specialized teams 

• Operate within established service level agreements while continuously seeking to exceed expectations 

• Take initiative to identify potential issues and implement preventive measures before customer impact 

• Maintain comprehensive understanding of relevant policies, procedures, and compliance requirements 

• Mentor new team members through structured buddy system programs and knowledge-sharing activities 

• Contribute to team training initiatives that enhance overall department service delivery performance 

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 rew