Multi-Site Help Desk Administrator - 24/5 Support

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

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.