Global Facilities Help Desk Analyst (On-site, Taguig)

LaSalle Investment Management; Taguig; On-site; PHP 350,000 - 480,000; Full time

Job summary

JLL in Taguig, Philippines is seeking a Facilities Help Desk Analyst to support 24/7 client-facing services, including incident handling, inquiries, and coordination with vendors. The role emphasizes strong communication, administrative efficiency, and adherence to SLAs, with potential mentorship and training responsibilities.

The position requires a Bachelor’s degree preferred, and the ability to work rotating shifts.

Qualifications

• Excellent verbal and written English communication skills.
• Proficiency in MS Office and intermediate Excel skills.
• Strong administrative, organizational, and time management abilities.
• Willingness to work on shifting/rotating schedules.
• Experience with Global Region services is an advantage.
• Bachelor's degree preferred.

Responsibilities

• Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests.
• Process customer inquiries with accurate information capture.
• Analyze customer needs to identify optimal response strategies.
• Take ownership of customer issues from initial contact to resolution.
• Create detailed work orders and monitor progress with stakeholders.
• Coordinate with internal teams and external vendors for timely solutions.
• Maintain relationships with client personnel through proactive communication.
• Escalate issues to senior staff when needed.
• Operate within SLAs and strive to exceed expectations.
• Identify preventive measures to reduce customer impact.
• Mentor new team members and contribute to training.

Skills

Excellent verbal and written English

MS Office

Excel (Basic to Intermed.)

Organizational skills

Time management

Willingness to rotate shifts

Global region experience (advantage)

Education

Bachelor's degree preferred

Tools

MS Office

Excel

Job description

JLL in Taguig, Philippines is seeking a Facilities Help Desk Analyst to support 24/7 client-facing services, including incident handling, inquiries, and coordination with vendors. The role emphasizes strong communication, administrative efficiency, and adherence to SLAs, with potential mentorship and training responsibilities.

The position requires a Bachelor’s degree preferred, and the ability to work rotating shifts.