Helpdesk Officer

JLL; Philippines; On-site; PHP 240,000 - 340,000; Full time

Job summary

JLL is seeking a Help Desk Officer to manage a work order ticketing system across multiple sites and shifting schedules. The role handles requests via phone, email, and online portal, ensuring timely processing and SLA adherence.

The ideal candidate has 1–2 years of ticketing experience, strong organization, and excellent English communication. Primary site-based role with occasional on-call support for 24/5 operations.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 1–2 years of experience with helpdesk ticketing systems in a multi-site environment.
• Experience coordinating with shift workers and after-hours support teams.
• Understanding of 24/5 operational challenges and priority management.

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.

Skills

Customer service mindset

Communication skills

Organizational skills

Problem-solving

Calm demeanor

Adaptability

Education

High school diploma or equivalent

Associate degree preferred

Tools

Ticketing software

SLA monitoring

Excel

Teams

Outlook

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