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Our people at JLL and JLL Technologies 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.   

Job Summary

The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role requires the capacity to provide, manage and administer access to certain application/s with 100% accuracy (in compliance with the strict security standards of the client). Additionally, it is important to follow documented instructions with full attention to detail and quality of work.

Work may include financial processing, work order management, project management, and related software. Responsibilities vary by the client but may include security administration, troubleshooting software, providing guidance to the user base, and working with client support teams to address technical issues. Depending on the need, IT Support Analysts will have direct interaction with 2nd /3rd level technical teams, the client user base, and others.

Essential Job Functions:

• Handle access requests for supported web-based applications

• Perform daily work quality checks to ensure that output is compliant with the strict security standards of the client

• Log Service Requests and Incidents accurately and timely

• Provides first-line investigation and diagnosis of incidents and requests

• Troubleshoot issues and requests as they relate to client technologies

• Troubleshoot the cause of problems and act to prevent problems from recurring

• Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership

• Participate in Continual Service Improvement in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction

• Help to maintain the Knowledge Base by documenting known errors, workarounds, procedures, and application-specific information

• Report statuses, issues, and timelines to management staff for issues being worked

• Provide coverage via all modes of communication: telephone, chat, e-mail, or other methods as required

• Participate in required training for improvement of technical and interpersonal skills

Position Requirements:

• Previous IT call center experience (telephone, chat, e-mail)

• Solid experience in IT Serice Desk

• Very strong English communication skills – written and verbal

• Solid experience in handling tickets using a ticketing system/web-application

• Familiarity with Microsoft Office and SharePoint

• Solid working knowledge of the Windows Operating System

• Superior problem-solving and troubleshooting skills

• Bachelor’s Degree

Location:

On-site –Taguig, Philippines

Job Tags:

JBS

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!

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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 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.