Helpdesk Admin

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Job Description – Helpdesk Admin

About the Role:
The Helpdesk & Security Admin provides essential operational support to ensure seamless workplace operations and an exceptional visitor experience. Reporting to the Workplace Experience Manager, this role combines frontline helpdesk services with security administration responsibilities.

In the helpdesk capacity, you'll manage call logging operations by receiving and documenting service requests with complete details, assigning unique tracking numbers, categorizing issues by nature and urgency, and routing them to the appropriate facilities teams for resolution.

On the security administration side, you'll support the client security team by processing security access requests, managing the issuance and retrieval of employee access badges, and coordinating visitor security clearance with relevant departments.

Success in this role requires strong communication and coordination skills across multiple departments and teams to ensure all assigned duties are completed accurately, to a high standard, and within required timeframes.

Responsibilities:
Helpdesk Operations (60%)

Serve as the primary point of contact for all workplace service requests via phone, email, and in-person inquiries

Log all service requests accurately with complete details including requestor information, issue description, location, and urgency level

Assign unique tracking numbers to each request for efficient monitoring and follow-up

Categorize and prioritize requests based on nature, severity, and impact on business operations

Monitor ticket status and provide proactive updates to requestors on resolution progress

Follow up on outstanding requests to ensure timely closure and client satisfaction

Maintain detailed records of all service requests in the helpdesk management system

Generate regular reports on ticket volume, response times, resolution rates, and recurring issues

Security Administration (40%)

Process employee security access requests in accordance with client company policies and requirements

Issue new employee access badges, including photo capture, card programming, and system registration

Retrieve and deactivate access badges from departing employees or contractors

Maintain accurate records of all badge issuances, retrievals, and access level changes

Coordinate visitor security clearance requests with HR, Security, and relevant departments

Pre-register expected visitors and prepare temporary access credentials in advance

Monitor visitor logs and ensure all visitors are properly signed in and out

Coordinate with building security teams on access issues, security incidents, and emergency procedures

Maintain organized filing systems for service records, security documentation, and compliance logs

Assist with workplace events by managing security access requirements and visitor logistics

Requirements:
Nitec/Higher/Nitec/Diploma in Hotel & Hospitality Management, Facilities Management, or an equivalent field of study required

Minimum 2+ years of experience in office coordination, helpdesk, administration, facilities, or workplace operations.

Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Experience with helpdesk ticketing systems (ServiceNow, Jira Service Desk, or similar)

Familiarity with access control systems and visitor management software

Problem-solving mindset with ability to think critically under pressure

Ability to maintain confidentiality and handle sensitive information appropriately

Strong interpersonal skills for effective collaboration across departments

Adaptability and flexibility in a fast-paced, dynamic environment

Proactive attitude with ability to anticipate needs and take initiative

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

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 rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.