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 our client's multiple sites across Asia Pacific and Australia with varying operational schedules. This role will provide service desk support to both standard business hours and 24-hour operational facilities, ensuring maintenance and service requests are handled promptly and 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, MS Teams, email, and online portal (Corrigo).
- Implement and maintain service level agreements (SLAs) as agreed with the client.
- 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 in standard business hours 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 containing performance metrics against agreed SLAs.
- Identify patterns of issues across different operational schedules and recommend preventative measures and process improvements.
- Maintain the ticketing system database, including site-specific workflows and escalation paths.
- Document processes and create knowledge base articles for handling requests during and outside business hours.
Requirements
- College diploma or equivalent
- 1-2 years of experience with ticketing systems in a multi-site and preferably, multi-country environment
- Understanding of 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 English communication skills
Technical Skills
- Proficiency with work order/ticketing management software
- Experience with SLA monitoring and reporting
- Working knowledge of Microsoft Office, especially excel
- 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
