Support Services Specialist

2 weeks ago

Makati City, National Capital Region, Philippines beBeeHelpdesk Full time ₱2,500,000 - ₱5,000,000
Job Title: Helpdesk Officer

We are seeking a skilled and organized professional to join our team as a Helpdesk Officer.

This role will involve serving as the primary administrator for our work order ticketing system, receiving and processing incoming maintenance and service requests, and implementing and maintaining different service level agreements.

Key Responsibilities:
  • Serve as the primary administrator for the work order ticketing system across all site operations.
  • Receive, log, and process incoming maintenance and service requests via phone, email, and online portal.
  • Implement and maintain different service level agreements (SLAs) for standard business hours sites and 24/5 operational facilities.
  • Categorize and prioritize tickets based on urgency, operational impact, and site-specific requirements.
  • Assign work orders to appropriate maintenance staff or service teams based on availability and shift schedules.
  • Coordinate with after-hours on-call staff for emergency issues at 24/5 operational sites.
  • Monitor ticket progress and ensure timely resolution according to established SLAs.
  • Communicate proactively with requesters about work order status and expected resolution times.
  • Generate regular reports comparing performance metrics between standard and extended-hours sites.
  • Identify patterns of issues across different operational schedules and recommend preventative measures.
Requirements:
  • High school diploma or equivalent; associate degree preferred.
  • 1-2 years of experience with helpdesk ticketing systems in a multi-site environment.
  • Understanding of 24/5 operational challenges and priority management.
  • Strong organizational skills with ability to adapt to varying urgency levels.
  • Experience coordinating with shift workers and after-hours support teams.
  • Detail-oriented with excellent documentation capabilities.
  • Customer service mindset with outstanding communication skills.
Technical Skills:
  • Proficiency with work order/ticketing management software.
  • Experience with SLA monitoring and reporting.
  • Working knowledge of Microsoft Office, especially Excel, Teams and Outlook.
  • Understanding of escalation protocols for after-hours support.
  • Basic knowledge of Facilities Management.
Soft Skills:
  • Excellent prioritization abilities.
  • Clear communication across shifts and departments.
  • Problem-solving under time constraints.
  • Adaptability to changing support needs.
  • Calm demeanor during urgent situations.
Work Environment:
  • Primary schedule during standard business hours with occasional shift adjustments.
  • May require periodic on-call rotation to support 24/7 operations.
  • Primarily office-based with potential need to coordinate across time zones or shifts.

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