Workplace Services Support

Business Unit: Work Dynamics – Corporate Business

Title: Workplace Services Support

Reporting to: Workplace Services Support Manager

Key Stakeholders: Various client key stakeholders, Client staff, JLL Account Team and Contractors

Direct Reports: N/A

Overview

The Workplace Services Support (WSS) role at JLL is an exciting opportunity to join our dynamic Workplace team, focusing on delivering exceptional service and experiences on the Atlassian account. This key position involves managing various Workplace programs, supporting Concierge and Facilities offerings, and ensuring the quality control of global programs and processes. It requires meticulous finance management, accurate program reporting, and efficient data processing. The role is instrumental in creating outstanding customer experiences and assisting employees via the Jira Workplace Helpdesk in a professional and friendly manner. Responsibilities also include supporting project programming activities, preparing statistical reports, handling information requests, and providing comprehensive support to the JLL and Atlassian teams to consistently deliver top-tier services.

Key Responsibilities

Workplace Services Operations

• Deliver warm, professional, and attentive service to all Atlassian staff and vendors, fostering a customer-focused environment aligned with JLL and Atlassian values.
• Collaborate with internal departments and external vendors to enhance and ensure high-quality customer service.
• Anticipate and proactively support employees’ needs, ensuring a seamless service experience.
• Offer comprehensive virtual support that encompasses general information related to the workplace, as well as various workplace services.
• Assist with financial reporting and budget management relating to various Workplace services.
• Proactively collaborate across teams to support consistent service delivery standards.
• Manage and respond to a high volume of Jira tickets for Workplace services, ensuring adherence to workflows and processes.
• Respond to staff inquiries, including answering Confluence questions and resolving or redirecting as appropriate.
• Perform ad hoc assignments and provide administrative support to ensure seamless, timely service delivery.
• Coordinate with Facilities Teams on basic tasks and tickets, such as lift breakdowns, key replacements, and minor maintenance requests, and escalate any urgent requests accordingly.
• Support data transfer from Jira tickets to JLL’s Corrigo platform.
• Conduct regular Quality Assurance audits of Workplace requests, programs, and financial reporting.
• Manage various ticket types via the Jira Workplace Service Desk, such as general questions, personal requests, sympathy gifts, digital greeting cards, long service awards, digital vouchers and gifts, off-boarding tickets, transportation requests, Regional Connection Gatherings and others.
  
  

• Exemplify confidence, professionalism, and responsiveness while providing exceptional customer service.
• Anticipate client needs and transform challenges into opportunities, delivering proactive solutions.
• Support onsite teams in maintaining a neat, functional, and safe facility environment in collaboration with facilities management.
• Contribute to operational reporting, effectively communicate risks, and adhere to escalation processes in line with JLL and client policies.
• Propose improvements or innovations for operational systems and processes to enhance efficiency.
• Collect, analyze, and report data to align with client goals and objectives while supporting continuous service improvement and performance excellence.
• Provide support to Concierge and Facilities Management leadership both locally and globally, as needed.
• Contact Security for any risks and act as a floor warden for emergency response, following established incident and emergency procedures.
• Assist in developing standards and tracking service requests, ensuring timely follow-up and resolution while maintaining records of service requests and complaints.
• Support general administrative activities and contribute to the creation of support documentation.
• Collaborate with internal departments and external vendors to ensure quality customer service and work jointly to meet performance goals.
• Perform additional duties as required by JLL and Atlassian.
  
  

• Adopt a proactive and professional approach to customer service, consistently seeking opportunities to create exceptional experiences for clients and stakeholders.
• Demonstrate strong communication skills, both verbal and written, with fluency in English, facilitating effective interactions across a diverse range of client personnel, including at senior levels.
• Maintain a customer service-oriented mindset, ensuring high levels of engagement and satisfaction in all professional interactions.
• Actively identify opportunities for achieving optimal results, fostering open, constructive, and collaborative relationships with superiors, peers, and clients.
  
  

• Demonstrate a strong commitment to clients through meticulous attention to detail and effective support, ensuring consistent service delivery.
• Exhibit excellent time management, organizational, and planning skills, enhancing overall operational efficiency.
• Adopt a proactive approach to risk management, responding to changes with resilience and a positive attitude while adeptly managing shifting daily priorities.
• Ensure compliance with the Service Level Agreements and the successful delivery of Key Performance Indicators (KPIs) set forth by JLL and Atlassian.
  
  

• Self-motivated and Adaptable: A proactive self-starter with a can-do attitude, capable of quickly adapting to new processes and rapidly changing environments.
• Customer Experience Focus: Strong emphasis on delivering exceptional customer service and excellent problem-solving skills, with the ability to manage multiple priorities effectively.
• Communication Skills: Excellent verbal and written communication abilities in English, supported by active listening skills. Capable of making customers feel valued, leaving a lasting positive impression.
• Professionalism and Integrity: Demonstrates honesty, trustworthiness, and a professional demeanor. Skilled at multitasking while maintaining a positive outlook and proactive approach.
• Collaboration and Interpersonal Skills: Highly collaborative with a proven track record of delivering excellent customer service. Supports a positive team environment with a friendly and can-do attitude.
• Time Management and Independence: Strong skills in prioritization and time management, able to work independently while consistently delivering results in a fast-paced environment.
• Technical Proficiency: Competent in using computer systems, with a readiness to learn and utilize Atlassian software products and tools, along with proficiency in G-Suite applications.
  
  

• 2-4 years of experience in experience services, hospitality, service desk management, or the commercial real estate industry. Proven track record in Help Desk operations and processes is highly desirable.
• Strong administrative skills with proficiency in G-Suite applications; knowledge of Confluence, Jira, and Coupa is advantageous.
• Excellent verbal and written communication skills, demonstrating ability to articulate complex information clearly and concisely in a professional manner.
• Strong problem-solving skills, attention to detail, and commitment to maintaining confidentiality and data security
• Adaptability to work on a rotating 24-hour schedule (Monday-Friday, or Bengaluru Monday-Saturday)
• The requirements for this role vary based on the shift schedule. On-site work required during day shifts; remote for late/night shifts.