Facilities Helpdesk Agent

2 days ago

Paranaque City, Calabarzon, Philippines LET Westside Full time $40,000 - $60,000 per year

BASIC PURPOSE / JOB BRIEF

  • Responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. Assists the Manager to provide management guidance and direction to the department to ensure that the administration and operation procedures of the Help Desk department complies with all the requirements of SunTrust's procedures and operational standards.

DUTIES AND RESPONSIBILITIES

  • Works closely with the Facilities Management team to ensure effective communication for the responses for maintenance call outs at our Casino, Hotel Development
  • Communication of the maintenance requests received from the various departments.
  • Ensures service is timely and accurate at all times.
  • Supports help desk representatives and technicians
  • Contributes to improving support by actively responding to queries and handling complaints.
  • Follows up with departments to identify areas of improvement.
  • Review related correspondence, prepare responses, and follow ups with various departments, including trouble shooting and problem solving
  • Supports other help desk agents
  • Issues weekly performance reports.
  • Ensures efficient operations, availability, reliability and performance of all Help Desk services and systems.
  • Coordinates all Help Desk activities with facilities team for all service requests, concerns and ensures issues are addressed and resolved with the "no time lost" disruption to the operations.
  • Responds to any facilities and critical equipment related incident with the technicians promptly and escalating emergencies as required.
  • Follows Sun Trust management principles, procedures, and processes.
  • Duties, responsibilities, and activities may change at any time with or without notice as directed by the changing needs of the Facilities Departments.

REQUIREMENT AND QUALIFICATION

  • Experience as a Help desk agent with background in Help Desk Management Systems.
  • Technical background with an ability to give instructions to a non-technical audience.
  • Customer-service oriented with a problem-solving attitude.
  • Aware of the broader perspectives and how they may affect the operations and facilities management of the development
  • Excellent written and verbal communications skills
  • Shows and demonstrates a "can do" attitude.
  • Understanding of what is required to provide a 5-star service.
  • Ability to drive continuous improvement and sustain 5-star results.
  • Understands the equipment necessary for facility maintenance
  • Ability to work with facilities team to prioritize maintenance requests.
  • Knowledge of workplace health and safety and personal safety.
  • A degree in IT, business, Engineering, or facility management help desk operations.
  • 2 years post qualification experience in Hotel or Call Centre or related Hospitality facilities maintenance experience.
  • Knowledge of hotel processes and procedures, equipment, tools, materials, and their application
  • Experience in Casino / Hotel / Retail Facilities5-star property maintenance.
  • Possess knowledge and/or experience in using tools and equipment necessary to perform assigned duties
  • Technical background combined with customer service experience.
  • Problem-solving attitude with an ability to promptly communicate specific details
  • Presentable and always maintain a pleasant demeanor.
  • Requires competence ability and inherent motivation.
  • Hands-on role, work and hours will be "as required".
  • Promotes accountability.
  • Encourages teamwork and promote pride in your work.
  • Willing to learn and improve.
  • Amenable to working on shifting schedule.

TARGET START DATE: Q2 2025

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