Helpdesk Coordinator
Business Unit:
Shared Services
Division:
Facility Management
I. BASIC PURPOSE / JOB BRIEF:
Responsible for providing general Facility Services enquiry or Facility Services assistance to all customers either visiting the Facility Services Control Room or call in to the Service Help lines. Coordinate with Operation teams with an efficient Help Desk Facility in order to provide an effective Facility Services support and assistance to all other operating departments both internal and external customers
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Helpdesk Support and Administration Support
- Receives calls on the helpdesk and organizes facility services support and assists in dealing with all queries.
- Ensures proper handling of Job Requests through phone call or Computerized Job Request System and assigns all requests to Duty Engineers and Duty Technician accordingly.
- Implements and monitors a status chasing in each call ensuring that the call has been actioned within a specified time limit of the category priority and follow up paper work to ensure completion of action taken by using a designated Job Request System.
- Receives customers that are visiting the property Services Control Room and redirect them to the appropriate managers accordingly.
- Undertakes day to day administration in association with the helpdesk facility.
- Assists in auditing of systems under his/her responsibilities.
- Adheres to all company policies and procedures.
- Safety Report
- Reports accidents, injuries and unsafe work conditions to superiors and relevant departments.
- Coordinates with superior related issues accordingly.
- Engineering Support
- Performs other reasonable job duties as assigned by superiors from time to time.
- Provides administrative support to enable the Facilities department to function effectively and efficiently.
- Provides an effective response to other departments' facility queries and complaints where applicable, and to forward any others to relevant departments.
III. JOB SPECIFICATIONS:
Educational Requirement:
- Bachelor’s Degree (4 Year Course) / Secondary school certificate or equivalent professional training. Fresh graduates are welcome to apply.
Experience Requirement:
- 2 - 3 years working experience as service supports in hotel & casino or from any customer service and support related industry, (Advantage but not required).
Skills and Attributes:
- Good command in both written and spoken English & Tagalog.
- Computer literate in MS Office applications.
- Good telephone manner and customer service focus.
- Excellent interpersonal / presentation skills are preferred to deal effectively with all incoming calls and requests from the management.
- Independent and able to work with minimal supervision.
- Ability to work under pressure and meet deadlines.
- Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
- Ability to work on overtime when needed.
Helpdesk Coordinator
Business Unit:
Shared Services
Division:
Facility Management
Description:
I. BASIC PURPOSE / JOB BRIEF:
Responsible for providing general Facility Services enquiry or Facility Services assistance to all customers either visiting the Facility Services Control Room or call in to the Service Help lines. Coordinate with Operation teams with an efficient Help Desk Facility in order to provide an effective Facility Services support and assistance to all other operating departments both internal and external customers
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Helpdesk Support and Administration Support
- Receives calls on the helpdesk and organizes facility services support and assists in dealing with all queries.
- Ensures proper handling of Job Requests through phone call or Computerized Job Request System and assigns all requests to Duty Engineers and Duty Technician accordingly.
- Implements and monitors a status chasing in each call ensuring that the call has been actioned within a specified time limit of the category priority and follow up paper work to ensure completion of action taken by using a designated Job Request System.
- Receives customers that are visiting the property Services Control Room and redirect them to the appropriate managers accordingly.
- Undertakes day to day administration in association with the helpdesk facility.
- Assists in auditing of systems under his/her responsibilities.
- Adheres to all company policies and procedures.
- Safety Report
- Reports accidents, injuries and unsafe work conditions to superiors and relevant departments.
- Coordinates with superior related issues accordingly.
- Engineering Support
- Performs other reasonable job duties as assigned by superiors from time to time.
- Provides administrative support to enable the Facilities department to function effectively and efficiently.
- Provides an effective response to other departments' facility queries and complaints where applicable, and to forward any others to relevant departments.
III. JOB SPECIFICATIONS:
Educational Requirement:
- Bachelor’s Degree (4 Year Course) / Secondary school certificate or equivalent professional training. Fresh graduates are welcome to apply.
Experience Requirement:
- 2 - 3 years working experience as service supports in hotel & casino or from any customer service and support related industry, (Advantage but not required).
Skills and Attributes:
- Good command in both written and spoken English & Tagalog.
- Computer literate in MS Office applications.
- Good telephone manner and customer service focus.
- Excellent interpersonal / presentation skills are preferred to deal effectively with all incoming calls and requests from the management.
- Independent and able to work with minimal supervision.
- Ability to work under pressure and meet deadlines.
- Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
- Ability to work on overtime when needed.