IT Service Desk Analyst

JLL empowers you to shape a brighter way.

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 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.

What this job involves:

The Senior IT Service Desk Analyst will be responsible for identifying gaps, suggesting creative solutions, and implementing said solutions using the full power of the entire ITSM framework. These gaps may be across day-to-day operations, incident/request management processes, or overall SLA/XLA adherence.

You will also be responsible for running our global IT knowledge management function, ensuring that the knowledge management team creates, updates, and maintains all knowledge. Given the digitization plans for the servicedesk, at least 2 years of experience working with AI technologies is a must.

This role requires at least 5 years of previous experience of operational service desk, service principals, knowledge management, and a customer experience led approach with a technical IT background. We require an energetic, adaptable candidate who seeks continuous improvement and thrives in rapidly changing situations putting the customer at the core of everything we do. Serving as escalation point of contact/SPOC for JLL End users, the service desk plays a critical role in forming a customers’ perception of our business. As a result, it’s important that the service desk is effective, consistent, prepared, and courteous.

What your day-to-day will look like:

• Use ITIL V4 principles to partner with our 3rd party vendor and ensure they provide quality IT support including incident and service request management, managing escalations, and ensuring preservation of agreed SLAs and XLAs for service desk.

• Identify process, knowledge, and training gaps and suggest and implement creative and scalable solutions.

• Identify opportunities to implement automation and AI strategies to help digitize and improve our service offering.

• Work with Head of IT Service Desk to implement agreed upon automation or AI strategy, all the while ensuring that our knowledge can support it.

• Function as the end-to-end owner of global IT knowledge, working with all IT resolver groups and other stakeholders to build and run a global IT knowledge strategy including knowledge transfer, governance, effectiveness, and ease of use.

• Work with global IT teams to enable a “Service Desk needs to know first” mentality.

• Identify potential vulnerabilities, work with security and config teams to own the vulnerability management processes for the Service Desk.

• Work with IT’s change management team to understand changes coming down-stream and create training/knowledge transfer opportunities for the BAU team.

• Build and present reports to the Head of IT Service Desk Strategy & Operations on all the above using the reports and dashboards built into ServiceNow and with PowerBI.

Required Skills and Experience:

• ITIL V4 Certified.

• 5 years of experience working within, and implementing ITIL V4 based ITSM framework and processes

• Minimum 5 years of experience of implementing ITIL’s knowledge management processes.

• Minimum 2 years’ experience of working with or implementing Generative AI, and other AI based technologies.

• Minimum 3 years’ experience working within, and reporting from, the ServiceNow tool.

• Minimum 8 years’ experience of working with various cloud-based IT technologies (For example: MS technologies, AWS env, Cisco based networks etc).

• Experience of working within a global 24/5 or 24/7 IT Servicedesk

• Natural communicator, working closely across different JLL business lines.

• Natural initiative taking abilities leading to creative solutions.

• Decisive, and can-do attitude

Desired or preferred experience and technical skills:

• People management experience

• Nurture talent, manage succession planning and contribute to a high performing team.

• Strong organisational skills

• PowerBI development experience

Estimated compensation for this position is:

• The salary listed is an estimate and not guaranteed. A salary offer will vary based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data

Location: Hybrid. 1-2 days working from the offices.