Multi-Site Help Desk Administrator (24/5)

Jones Lang LaSalle SSC (Philippines), Inc. (JLLSPI); Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

Jones Lang LaSalle is seeking a Help Desk Officer in Makati, Philippines to manage our work order ticketing system across multiple sites. The role supports standard business hours and 24/5 operations, handling maintenance and service requests with SLAs and effective communication.

Responsibilities include logging requests, prioritizing tickets, coordinating with on-call staff, and generating performance reports to improve service levels.

Qualifications

• 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 and documentation skills.
• Experience coordinating with shift workers and after-hours support teams.
• Excellent communication and customer service mindset.

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 SLAs for standard business hours and 24/5 facilities.
• Categorize and prioritize tickets based on urgency and site-specific requirements.
• Assign work orders to maintenance staff or service teams based on availability.
• Coordinate with after-hours on-call staff for emergencies at 24/5 sites.
• Monitor ticket progress and ensure timely resolution per SLAs.
• Communicate status and expected resolution times to requesters.
• Generate reports comparing performance across standard vs extended-hours sites.
• Identify patterns and recommend preventative measures; maintain system data and workflows.

Skills

Ticketing system

Customer service mindset

English communication

Organizational skills

Education

High school diploma

Tools

Ticketing software

MS Excel

MS Teams

MS Outlook

Job description

Jones Lang LaSalle is seeking a Help Desk Officer in Makati, Philippines to manage our work order ticketing system across multiple sites. The role supports standard business hours and 24/5 operations, handling maintenance and service requests with SLAs and effective communication.

Responsibilities include logging requests, prioritizing tickets, coordinating with on-call staff, and generating performance reports to improve service levels.