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.   

Key Responsibilities

A.  Daily Ticket & Backlog Operations

• Monitor the live ticket queue across GL-O-TSC, GL-O-TSC Expert, and GL-O-UAD assignment groups e

• Track and report daily On Hold ticket count, age buckets (< 7 days, 7–14 days, 14–30 days, 30+ days), and take action on any ticket exceeding its age threshold.

• Identify stale tickets (On Hold 30+ days) weekly and coordinate outreach with the assigned agent to drive resolution or escalation.

• Maintain a live backlog register tracking ticket inflow vs resolution rate by region (AP, AM, EMEA) and surface trends to the SD Manager.

B.  DSAT Analysis & Quality

• Join weekly DSAT (Dissatisfied Customer) analysis call and prepare the weekly DSAT report

• Maintain a DSAT trend tracker showing agent-level and group-level controllable DSAT rates over time.

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C.  Call & Ticket Audits

• Conduct weekly ticket audits: review a random sample of 10 tickets per agent and score against the audit rubric (correct priority, accurate short description, complete resolution notes, confirmation of closure with user, appropriate escalation path).

• Conduct call audits on a sample of recorded interactions, assessing soft skills, troubleshooting quality, adherence to process, and closure behaviors.

• Identify repeat patterns across audits (e.g., premature closure, deflection without troubleshooting, knowledge gaps) and recommend targeted actions.

D.  Dashboard Development & Reporting

• Own and maintain the Service Desk Operations Dashboard — a real-time monitoring tool covering ticket volume, On Hold rate, SLA compliance, CSAT/DSAT, FCR, and backlog trends by region and assignment group.

• Develop and publish weekly performance reports for the SD Manager and Team Lead, including day-over-day comparisons, highlight flags, and agent-level summaries.

• Build ad-hoc analytical views on request (e.g., stale ticket deep-dives, DSAT root-cause breakdowns, Claude Enterprise ticket trend analysis).

• Ensure all dashboards and reports are documented, version-controlled, and accessible to relevant stakeholders.

• Testing the current modules of the AI tool and documenting in the feedback tracker.

E.  Improvement Initiatives

• Contribute structured improvement proposals to the 2-year Service Desk Excellence Roadmap, including identifying automation opportunities, self-serve deflection candidates, and knowledge base gaps.

• Analyse repeat incidents by category and application service to identify knowledge base article opportunities, and draft article templates for Tier 1 agent review.

• Track improvement initiative KPIs (On Hold rate, FCR, CSAT, avg reassignments) monthly and produce a progress scorecard against the 6M, 12M, and 24M targets.

• Support the rollout of new processes (e.g., confirm-before-close, priority matrix training) by creating reference materials, tracking adoption, and measuring impact.

2.  Required Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related field (or final year students with a confirmed graduation date).

• Internship or project experience in a service desk, IT operations, or data/reporting function is strongly preferred.

Technical Skills

• Experience with ITSM tools (ServiceNow, Jira Service Management, or similar) for ticket management and reporting.

• Ability to build basic dashboards and charts; experience with Power BI, Tableau, or similar is a strong advantage.

• Comfortable working with structured data exports (CSV/XLSX) and identifying patterns without being given a pre-built report.

• Familiarity with IT service management concepts: incident management, SLA, FCR, CSAT, ticket prioritization (P1–P4).

Location:

On-site –Bengaluru, KA

Scheduled Weekly Hours:

40

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.