Hey I am Hanna Mae

QUALFON PHILIPPINES INC.
(IT-HELPDESK)

• Provide 1st level voice and non-voice technical support to users having IT related issues.
• Displays advanced interpersonal communication skills to work with both technical and non-technical personnel at various levels in the organization.
• Act as a single point of contact for all Service Requests and Incidents related to IT, Facilities and other non-IT related matters between end-users and resolution groups.
• Execute and handle escalation protocols for any outages on any site/center.
• Responds to inquiries from clients and provides guidance in resolving any hardware and software problems, issues, questions, etc. through chat and email.
• Logging all Issues/Requests received via chat and email into the ticketing system.
• Ensures excellent working relationships with other areas to ensure that support meets the needs of customers.
• Ensures all Service tickets are maintained in appropriate work queues and completed within established SLA, with a high degree of accuracy and efficiency.
• Ensures there are no unattended chats/emails query from the end-users.
• Follow up any pending items or issues that needs to resolve.
• Updates process documentation for the team.
• Communicate with the team globally for updates and learnings.
• All other tasks as assigned.