Facilities Queue Co-Ordinator | MOA, Pasay/Day Shift

(Discover your 100% YOU with MicroSourcing!

Position: Facilities Queue Co-Ordinator

Location: MOA, Three Ecom, MOA, Pasay City, Philippines

Work setup & shift: Onsite work setup | Day shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role:

As a Facilities Queue Co-Ordinator, You Will

• A queue coordinator, responsible for providing fluid movement of tickets and communication to the business as and when required.
• As part of the Facilities Support team, you will coordinate the Jira Service Management ticket queue, by triaging requests from FLG staff and assigning tickets to contractors, facility technicians and landlords.
• You will ensure the knowledge base is up to date with current information to assist On Phone support staff have access to relevant and up to date information.
• You will work with external contractors, landlords, FLG support office staff, and Club staff to find resolutions to problems arising from incidents, when the need arises.
• You will schedule external contractors to attend site, follow delegation of authority to action requests for parts and service approvals while following up on outstanding requests to resolve within service level priorities.
• Must be able to adjust from inbound requests from club staff and then switch to outbound calls that escalate where required to regional facility managers and communicate to contractors and stakeholders in order to resolve requests to service levels.
• Queue Co-ordination
• Triaging and assigning tickets to work order instructions
• Following up with club staff for further information on incomplete work orders
• Updating work order instruction data base (Jira Confluence)
• Identify and escalate P1/P2 critical incidents to follow escalation path
• Identify and link duplicate work orders
• Creating corrective work orders where contractors identify works during planned maintenance
• Following up overdue work orders with facility technicians and contractors in order to close.
• Periodic reporting against SLA’s
• General Duties
• Creates knowledge base articles for internal reference and Service Desk Agents, and ensures they are kept up-to-date
• Pushing for technicians, contractors and landlords to update old/outdated tickets
• Train, share and teach other support team members
• Update asset details when technicians raise requests
• Participation and Collaboration
• Participate in daily / weekly meetings with your team and facilities stakeholders to discuss progress and issues to be resolved, and report on progress
• Complete company provided training
• Other duties as required
  
  

What You Need

Non-negotiables

• Relevant tertiary IT qualifications and certification or related discipline,
• Strong documentation practices,
• Strong customer facing skills,
• Strong communication and influence skills to progress work orders in ticket que,
• Experience working with vendors to gather information,
• Excellent Time management, Exemplary communication skills
• Atlassian Experience or experience with other ticket systems (CAFM,
  
  

About MicroSourcing

CMMS etc) (Preferred but not required) -

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply