Facilities Ticket Administrator

Key Responsibilities

• Receive and log incoming tickets from Orbit 4, email, phone, and club staff with complete and accurate data.
• Assess incoming tickets, set priority/severity and assign to appropriate OFM/vendor.
• Create and assign Tickets in Orbit 4; confirm vendor acceptance and ETA.
• Monitor SLAs and escalate when SLAs are at risk or beyond.
• Ensure ticket fields, tags, photos and attachments are complete and standardized.
• Produce daily/weekly/monthly dashboards and reports (volume, open/closed, SLA compliance, vendor performance).
• Maintain and refine ticket templates, triage rules and workflows in Orbit 4.
• Provide updates to club staff and ensure closure notifications are sent.
• Archive old tickets and assist in procurement-related routing as needed.
• Members Feedback assessment on the key issue.
  
  

• 1–2 years experience in operations, customer service, or ticketing administration (preferably in FM).
• Proficiency in Orbit 4 or similar CAFM/CMMS platforms.
• Strong written and verbal communication skills (English & Filipino).
• Good Excel skills (pivot tables, formulas) for reporting.
• Strong attention to detail, process-oriented and organized.
• Desirable: experience with vendor SLA management, Power BI, or gym equipment maintenance knowledge.
  
  

• Problem-solver with strong ownership and follow-through.
• Collaborative communicator across vendors, club managers, and internal teams.
• Data-minded and proactive in reporting insights for improvements.