Analyst - Facilities Help desk

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. 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 • 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 • To support the Finance Manager in WIP reporting functions including unbilled balances, aging analysis, and reconciliation against the general ledger • To ensure WIP queries from internal teams and clients are coordinated, logged, and resolved within agreed timeframes • To train and support the development of other Finance Coordinators and Finance Administrators • To deputise for Finance Coordinators, Finance Administrators, and on occasions, the Finance Manager • To support the Finance Manager by leading on administration aspects of internal and external audits relating to WIP and billing • To complete WIP data accuracy checks as required by the Finance Manager • Support the billing team with backup documentation, invoice preparation support, and query resolution • Act as Subject Matter Expert for WIP-related customer service processes (Admin and Coordinator related duties only) • Provide support, training, and coaching for new employees joining the finance team • Carry out Finance Admin duties as required Other Responsibilities • Support the Finance Manager in compliance with billing cycle timelines and service level outputs • Support the Finance Manager in compliance with client service level outputs • Support the Finance Manager in compliance with company Quality Assurance procedures • Support the Finance Manager in maintaining data integrity standards within finance systems • Assist other finance teams or functions with WIP-related tasks if requested by the Finance Manager • Continue with self-development to improve service delivery and reduce escalations Sounds like you? To apply, you need to have: Skill and Experience Qualifications: • Excellent verbal and written English communication skills. • Proficiency in computer functions within MS Office suite and Basic to Intermediate Skills on Excel • Strong administrative skills in organization and time management • Willingness to work on shifting/rotating schedules. • Experience in supporting Global Region services is an advantage. • Bachelor’s degree preferred. • Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months. Should demonstrate a Strong or Exceptional performance rating consistently throughout the entire period under consideration. **For internal applicant 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 committ