Helpdesk Officer

JLL; Makati; On-site; PHP 240,000 - 360,000; Full time

Job summary

JLL in Makati is seeking a Help Desk Officer to manage the work order ticketing system across multiple sites, including 24/5 operations. You will receive, log, and process maintenance requests via phone, email, and online portal, and enforce SLAs for standard hours and extended schedules.

Ideal candidates have 1–2 years in a multi-site helpdesk, strong English skills, and solid documentation abilities. This is an on-site role requiring coordination with shift teams and maintenance staff.

Qualifications

• 1–2 years in a multi-site helpdesk environment.
• Experience with work order/ticketing systems and SLA management.
• Strong written and spoken English communication.

Responsibilities

• Serve as the primary administrator for the work order ticketing system across all site operations.
• Receive, log, and process maintenance and service requests via phone, email, and portal.
• Implement and maintain SLAs for standard hours and 24/5 facilities.
• Categorize tickets by urgency and site requirements; assign to staff accordingly.
• Coordinate with after-hours on-call staff for emergencies.
• Monitor progress and report against SLAs; communicate status to requesters.
• Generate reports comparing performance across standard and extended hours.
• Identify patterns and suggest preventative measures; maintain the database.

Skills

Ticketing systems

Customer service

English proficiency

Organizational skills

Communication

Education

High school diploma or equivalent

Associate degree preferred

Tools

MS Office (Excel, Teams, Outlook)

Helpdesk ticketing software

SLA monitoring tools

Job description

Help Desk Officer - Work Order Ticketing System

About The Position

We are looking for a dedicated Help Desk Officer to manage our work order ticketing system supporting multiple sites with varying operational schedules. This role will provide critical support to both our standard business hours locations and our 24/5 operational facilities, ensuring maintenance and service requests are handled efficiently across all time frames.

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