The Helpdesk person must be a team player and work with other members of the team to meet all key performance indicators as set out in the management contract.

Helpdesk

§ Provide helpdesk hotline number for logging service requests

§ Conduct analysis of service requests for improvement

§ Conduct customer satisfaction survey to show proactive follow-up and satisfactory closure

§ 100% of requests to be processed immediately if received within business operating hours for the country

§ Tracking all metrics and complete periodic reports to manage of Action Line performance and indicators at appropriate levels.

Risk Management

§ Assist in the implementation and management of a property risk management program which identifies major property risks including occupational health and safety, fire safety and essential services and environmental. Report any issues or concerns back to Senior Management

§ Assist in the implementation and monitoring of guidelines and strategies to protect health and safety of staff and others, protect JLL reputation. Report any issues or concerns back to Senior Management

§ Support the implementation and monitoring of disaster recovery and business continuity plans

§ Follow established escalation procedures and incident reporting procedures

Customer Service / Client Relationships:

§ Provide superior customer service

§ Ensure feedback from client sessions is recorded and

actioned to the satisfaction of the end user.

§ Pro-actively manage account expectations ensuring that

the service levels are maintained.

Reporting:

§ Provide space planning report per requirement

§ Provide input as required into the Monthly Report to

manager

§ Active involvement in the monitoring and achieving the

required Key Performance Indicators

Training:

§ Actively participate in all planned training activities

Others:

Any other duties assigned by the client / FM

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