Helpdesk Officer

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 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.   ResponsibilitiesServe as the primary administrator for the work order ticketing system across all site operationsReceive, log, and process all incoming maintenance and service requests via phone, email, and online portalImplement and maintain different service level agreements (SLAs) for standard business hours sites and 24/5 operational facilitiesCategorize and prioritize tickets based on urgency, operational impact, and site-specific requirementsAssign work orders to appropriate maintenance staff or service teams based on availability and shift schedulesCoordinate with after-hours on-call staff for emergency issues at 24/5 operational sitesMonitor ticket progress and ensure timely resolution according to established SLAsCommunicate proactively with requesters about work order status and expected resolution timesGenerate regular reports comparing performance metrics between standard and extended-hours sitesIdentify patterns of issues across different operational schedules and recommend preventative measuresMaintain the ticketing system database, including site-specific workflows and escalation pathsRequirementsHigh school diploma or equivalent; associate degree preferred1-2 years of experience with helpdesk ticketing systems in a multi-site environmentUnderstanding of 24/5 operational challenges and priority managementStrong organizational skills with ability to adapt to varying urgency levelsExperience coordinating with shift workers and after-hours support teamsDetail-oriented with excellent documentation capabilitiesCustomer service mindset with outstanding communication skillsGood oral and written communication skills in English language.Technical SkillsProficiency with work order/ticketing management softwareExperience with SLA monitoring and reportingWorking knowledge of Microsoft Office, especially Excel, Teams and OutlookUnderstanding of escalation protocols for after-hours supportBasic knowledge of Facilities ManagementSoft SkillsExcellent prioritization abilitiesClear communication across shifts and departmentsProblem-solving under time constraintsAdaptability to changing support needsCalm demeanor during urgent situationsWork EnvironmentPrimary schedule during standard business hours with occasional shift adjustmentsMay require periodic on-call rotation to support 24/7 operationsPrimarily office-based with potential need to coordinate across time zones or shiftsLocation: On-site –Makati, PhilippinesIf this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements.  We're interested in getting to know you and what you bring to the tableJLL Privacy NoticeJones 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 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 email us at 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.