Helpdesk Executive

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.    Helpdesk Executive Job Description Position Overview The Helpdesk Executive serves as the first point of contact for technical support, providing timely assistance to end-users experiencing IT-related issues. This role ensures smooth day-to-day operations by resolving technical problems, managing support tickets, and maintaining high levels of customer satisfaction. Key Responsibilities Technical Support & Troubleshooting Respond to incoming support requests via phone, email, or ticketing system. Diagnose and resolve hardware, software, and network connectivity issues. Provide remote and in-person technical assistance to users across the organization. Escalate complex technical issues to senior IT staff or specialized teams when necessary. Ticket Management Log all support requests accurately in the helpdesk ticketing system. Track, prioritize, and manage tickets through to resolution. Maintain detailed documentation of issues, troubleshooting steps, and solutions. Follow up with users to ensure issues are fully resolved and satisfaction is achieved. User Support & Training Guide users through step-by-step solutions for common technical problems. Assist with software installations, configurations, and updates. Provide basic training on standard applications and systems. Create and maintain user guides and knowledge base articles. System Maintenance Perform routine system checks and preventive maintenance. Set up and configure new user accounts, email addresses, and access permissions. Assist with hardware setup including desktops, laptops, printers, and mobile devices. Maintain inventory of IT equipment and accessories. Required Qualifications Education & Experience Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). 1-3 years of experience in IT support or helpdesk role. Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are advantageous. Technical Skills Proficiency with Windows and Mac operating systems. Understanding of networking fundamentals (TCP/IP, DNS, DHCP). Experience with Microsoft Office 365, Active Directory, and common business applications. Familiarity with remote support tools and ticketing systems. Basic knowledge of mobile device management (iOS/Android). Soft Skills Excellent communication and interpersonal skills. Strong problem-solving abilities and analytical thinking.