Client-Focused Facilities Help Desk Specialist

Hammerjack Pty Ltd; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

JLL in Taguig, Philippines is seeking a Facilities Help Desk Analyst to manage client requests for property and facilities repairs, ensuring issues are tracked from inception to completion. The role emphasizes expeditious responses, effective problem solving, and proactive escalation when needed.

The position focuses on maintaining strong client relationships, coordinating vendor dispatch, and supporting a multi-client portfolio under service level agreements. On-site work in Taguig is expected.

Responsibilities

• Answer all incoming calls/emails from a dedicated or multi-client portfolio.
• Ensure that requests are addressed in an expeditious manner.
• Analyze caller's needs and implement the best response strategy to ensure satisfaction.
• Resolve and coordinate the resolution of customer issues.
• Measure costs against established service provider guidelines.
• Verify and track work orders to completion.
• Build and maintain customer relations with client personnel.
• Escalate critical works or issues when required.
• Capture information in the system while maintaining conversation with the client.
• Assist with training of new Helpdesks in the team.

Job description

JLL in Taguig, Philippines is seeking a Facilities Help Desk Analyst to manage client requests for property and facilities repairs, ensuring issues are tracked from inception to completion. The role emphasizes expeditious responses, effective problem solving, and proactive escalation when needed.

The position focuses on maintaining strong client relationships, coordinating vendor dispatch, and supporting a multi-client portfolio under service level agreements. On-site work in Taguig is expected.