Helpdesk Officer

3 days ago

Makati City, National Capital Region, Philippines JLL Full time ₱104,000 - ₱130,878 per year

Responsibilities

  • Serve as the primary administrator for the work order ticketing system across all site operations
  • Receive, log, and process all 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
  • Maintain the ticketing system database, including site-specific workflows and escalation paths

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
  • Good oral and written communication skills in English language.

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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