Helpdesk Analyst

Surbana Jurong; Mandaluyong; On-site; PHP 279,000 - 502,000; Full time

Job summary

Surbana Jurong is seeking an Officer-in-Charge for the Helpdesk team in the Philippines, providing front-line application support for extended hours and relieving corporate resources. You will coach junior analysts, respond to user requests, and maintain the SJGroup ticketing system.

The role includes involvement in testing, UAT, and ensuring adherence to SLAs and SOPs. Join a global firm delivering sustainable urban and infrastructure solutions, with opportunities to influence support quality

Qualifications

• Coaching and mentoring Associate Help Desk Analysts
• Handle helpdesk inquiries via phone, email, and in-person
• Familiar with SJGroup Portal and Enterprise systems
• Maintain and document ticketing information in SJGroup system
• Assist in system testing and UAT for enhancements

Responsibilities

• Assist in coaching and mentoring Associate Help Desk Analysts to achieve performance standards.
• Respond to calls, requests, and emails for help with SJgroup access and usage.
• Assist users with SJGroup Enterprise and Portal usage.
• Identify critical system and network issues and escalate appropriately.
• Maintain information in the SJGroup Ticketing application.
• Prepare guides and documentation for issue resolution.
• Participate in system testing, UAT, and deployment processes.
• Ensure SLA and SOP compliance.

Job description

Primary Purpose of Position

Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead. Provide quality front line application support to the SJgroup business for extended operatinghours. Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business

Key Responsibilities (Under the leadership of the Helpdesk Team Lead, the following are expected in the role)

• Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.
• Respond to telephone calls, personal requests and emails requesting help relating to access to SJgroup.
• Respond to telephone calls, personal requests and email requesting help with the use of SJGroup Enterprise and the Portal.
• Identify critical system and network issues, escalat
• Maintain relevant information in the SJGroup Ticketing application.
• Prepare guides and documentation in relation to the identification and resolution of application support issues.
• Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJGroup.
• Ensure Service Level Agreement and Standard Operating Procedures are met.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!

SJ is a diverse collective of problem solvers for the built environment, continually reimagining ways to create a smart and sustainable future. Headquartered in Singapore, the group has a global talent pool of 16,000 in its member companies AETOS, Atelier Ten, B+H, CHIL, KTP, Prostruct, Robert Bird Group, SAA, SMEC and Surbana Jurong, based in more than 120 offices in over 40 countries. They include architects, designers, planners, engineers, facilities managers and other specialists driven by progressive thinking and creative ideas to shape a better future. Its technical experts deliver sustainable solutions that cover the entire project life cycle from planning and design, through to delivery and management, as well as a full suite of multidisciplinary consultancy services across a diverse range of sectors including transportation, water, aviation, healthcare, hospitality and renewables. A global urban, infrastructure and managed services consulting firm with over 70 years of track record in successful project delivery, SJ has built more than a million homes in Singapore, created master plans in more than 60 countries and developed over 100 industrial parks globally. SJ is #23 in Engineering News-Record’s 2023 Top 225 International Design Firms, #14 in World Architecture 100 2024, and Asia Pacific FM Technology Provider of the Year 2022, awarded by International Facility Management Association.