Analyst
JLL
Taguig, Philippines
1d ago

Analyst - Facilities Help Desk page is loaded

Analyst - Facilities Help Desk

locationsTaguig, Philippinestime typeposted onPosted 5 Days Agojob requisition idREQ229621

The Facilities Help Desk Analyst shall be responsible for :

  • Answer all incoming calls from multi-client portfolio.
  • Ensure that requests are addressed in an expeditious manner.
  • Analyze caller's needs and is empowered to implement the best strategy to respond in order to ensure superior customer satisfaction.
  • Resolves and co-ordinates the resolution of customer issues.
  • Measure costs against established service provider guidelines.
  • Verify and track work orders to completion.
  • Approve invoices, arrange payment, interface with AP department and manage vendor payment queries
  • Continually build customer relations with client personnel.
  • HELPDESKs must have the most positive impact on their clients through their ability to :
  • Problem solve and discern between the symptoms of the problem and the root cause.
  • Work under pressure and with tight deadlines.
  • Convey their commitment to customer satisfaction over the telephone.
  • Take ownership for the ultimate resolution of the customer's problem.
  • Be proactive and take initiative to find the best solution to the problem.
  • Determine when to escalate critical works or issues that cannot be resolved without further assistance.
  • Decisions need to be made in property and facilities management concerning :
  • Performance Measurement Tracking.
  • Subcontractor Management and Negotiations.
  • Information Systems Applications.
  • Contract Documentation.
  • Ability to capture information in system whilst continuing conversation with client.
  • Accounts Payable knowledge useful
  • Previous experience in property management - understand difference between Landlord and tenant responsibility, knowledge of commercial lease.
  • Ability to administer service agreements and interpret lease documents.
  • Remain calm in emergency : Fire, bomb threat.
  • An important part of the role is to assist with the training of other new Helpdesks in the team through the use of a buddy system.
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