Helpdesk Support Representative
New
T
TwoconnectFacilities Management
Metro Manila, Philippines, Weekend and Graveyard shiftsFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least two years of experience in Helpdesk support, customer service, service coordination, contract administration, document control or compliance support.
- Required Skills
- Microsoft ExcelCustomer serviceCRM
Requirements
- At least two years of experience in Helpdesk support, customer service, service coordination, contract administration, document control, or compliance support.
- Strong spoken and written English skills with a professional phone manner.
- Intermediate to advanced Microsoft Outlook, Word, and Excel skills.
- Confidence using ticketing, CRM, document management, or workflow systems.
- Strong attention to detail with the ability to identify missing information and inconsistent records.
- Strong organisation, prioritisation, and follow-up skills.
- Ability to follow procedures, protect confidential information, and work effectively within teams.
- Completion of Year 12 or an equivalent qualification.
- Reliable attendance and availability to work the required weekend and graveyard roster.
Responsibilities
- Provide responsive Helpdesk support to clients, site teams and internal stakeholders.
- Monitor Helpdesk calls and shared email channels to provide professional first response to requests, enquiries, and complaints.
- Accurately log, prioritise, and allocate requests including service category and response time information.
- Track requests through to closure, follow up overdue actions, and obtain completion evidence.
- Escalate urgent matters, complaints, service failures, and potential safety or commercial issues to management.
- Prepare daily and weekly reports highlighting open requests, overdue actions, and exceptions.
- Maintain contract compliance calendars, registers, and controlled site files in accordance with ISO requirements.
- Collate post-service evidence and documentation, including inspections, photographs, and work reports.
- Support incident and hazard administration by checking records and routing matters to HSEQ.
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