Helpdesk Team Member

1 day ago

Makati City, National Capital Region, Philippines beBeeTicketing Full time ₱2,500,000 - ₱4,000,000
Helpdesk Officer Job Description

  • As a Helpdesk Officer, you will be the primary administrator for our work order ticketing system across all site operations. You will receive, log, and process all incoming maintenance and service requests via phone, email, and online portal.
  • You will implement and maintain different service level agreements (SLAs) for standard business hours sites and 24/5 operational facilities.
  • You will 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.
  • Maintain the ticketing system database, including site-specific workflows and escalation paths.

Requirements and Qualifications
  • A high school diploma or equivalent; an associate degree is preferred.
  • 1-2 years of experience with helpdesk ticketing systems in a multi-site environment.
  • An 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.
  • A customer service mindset with outstanding communication skills.
  • Good oral and written communication skills in English.

Benefits and 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.

Job Function and Seniority Level
  • Information Technology.
  • Entry level.

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