COMPLETE Regional Helpdesk Systems Lead - Mumbai, MH

Regional Helpdesk Systems Lead

Work Dynamics

What this job involves:

The Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms, desks and floorpasses, parking spaces, registering visitors and facilitates the provision of meeting room catering requirements.  The current global system is provided by an external vendor FM:Systems Employee.  The solution provides a web portal, Mapview (for floorplan bookings), an Outlook Plug In, Hardware (Panels), a mobile app and integrations to other systems.

It’s an exciting time for Resource Booking with new emerging technologies, workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.   

Role Purpose

The Resource Booking Regional Lead will work as part of the Global Resource Booking Team (RBT) which falls under the wider Business Information & Technology Team (BIT).   The Resource Booking Regional Lead will be responsible for managing Resource Booking solutions within the region for our global client.

Working closely with a small team of a Global Lead (UK based), other Regional Leads (UK & US based) and Regional Administrators (Hong Kong SAR and India based), the successful candidate will provide training, guidance, and day-to day management to the Regional Administrators to ensure BAU activity is delivered, improve internal efficiencies and processes, engage with local stakeholders to understand their resource booking needs, work with the Client to deliver new initiatives and engage with the vendor to manage system issues, implement new features, upgrades and recommend enhancements.

The ideal candidate will be technically minded, with a strong customer focus.

They will be required to work at pace, to oversee a large BAU delivery pipeline and project manage new initiatives.

Teamwork is essential and its important that the candidate can integrate into the existing team to share best practise and knowledge and work with others on the account to strengthen our existing JLL community.

The role will be based in India (in either Bangalore or Mumbai) and will report directly to the Global Lead based in the UK. There will be flexibility to work from both an office location and from home.  Occasional weekend working may be required during system outages or upgrades.

Major responsibilities:

• Provide guidance and day to day management to local Administrators
• Work with other Regional Leads based in the UK and US to share workload, ideas, projects and manage system issues
• Own the customer relationship, understand requirements, wants and needs of the business / act on feedback / enhance customer experience / find solutions
• Project manage new rollouts/initiatives
• Responsible for Regional pipeline, resource counts & data standards
• Manage panel requirements gathering and support in the ordering & implementation process
• Ensure stakeholders understand Reporting options via system reports/JLL Dashboards
• Deliver guidance, demonstrations, and training to all stakeholders
• Liaison with vendor and key partners
• Complaint Resolution

Desirable Knowledge & Capabilities:

• Technical mindset with the ability to learn and understand vendor system and engage with technical experts.  Existing knowledge of FM:S Employee would be beneficial, but not essential
• Proven examples of project management experience
• Communication - Excellent presentation skills (verbal and written), Ability to provide system demonstrations, talk about system features and constraints to senior stakeholders and create training collateral for general employees
• Strategic Thinking - Ability to think outside the box to create innovative solutions for our client
• Client Management – Building trust and understanding client needs.  Setting and managing appropriate client expectations
• Proven examples of providing exceptional and memorable customer experiences at every interaction
• Team-building - Key stakeholder and collaborators are geographically dispersed. Ability to create team ethos across virtual teams is critical
• People Management skills as day-to-day management of local Administrators is required
• Reporting – ability to understand our data, JLL Dashboard reports and system reports and discuss outputs with key stakeholders.  Work with JLL BIT to enhance reporting based on client needs
• Demonstrates continuous improvement of process and procedures

Sound like you? To apply you need to be / have / demonstrate:

• Working experience with systems
• Logical approach to replicating system issues and testing
• An understanding of Project Management disciplines
• Fluent English.  Chinese or Mandarin would be beneficial, but not essential
• Demonstrates diverse and inclusive behaviours
• A team player with the ability to engage with colleagues across the Resource Booking Team – delivering output as one team
• Experienced in working within a complex, corporate, environment
• Inspire trust, adapt, and learn
• Moderate knowledge of Microsoft Excel, Word and PowerPoint
• Ability to be flexible and calm under pressure during management of system issues
• Focus on customers and lead courageously.  Proven ability managing customer complaints
• Ability to work autonomously, in virtual teams
• Inspires and motivates toward new and stretch opportunities, with a proactive mindset
• Ability to transfer knowledge and expertise to colleagues that enables and empowers them to grow and develop
• Influence others, engage and inspire proactive collaboration, communicate effectively and build relationships.
• Focus on providing relevant solutions to the clients’ challenges, which drive productivity, profitability, client satisfaction or other important business metrics
• Able to deliver high-quality work in a timely manner, also under time pressure
• Excellent written and verbal communication skills – able to effectively communicate both with technical experts, JLL management, client, key stakeholders, and vendor partners

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Keep your ambitions in sight and imagine where JLL can take you...

Apply today! 

Location:

Job Tags:

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

About JLL –

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

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 contact us at Accommodation Requests. 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.