Service Desk Analyst – Fast-Paced IT Support & Growth

Acquire Intelligence; Eastern Manila District; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

HMO coverage

Epic Yearly Kick-Off Parties with bigs

Value Awards

Internal promotions

14th Month Pay

Referral incentives

Vacation leaves

Sick leaves

Birthday leave

Job summary

Acquire Intelligence is seeking a Service Desk Analyst to be the first point of contact for client IT support. You will own the full support lifecycle, from logging tickets to resolution, ensuring timely service delivery and a strong customer experience.

You will provide Level 1 support via phone, chat and ticketing, escalate when needed, and contribute to knowledge base improvements. This role requires 2+ years in IT support and strong English communication in a fast-paced environment.

Qualifications

• Minimum 2 years in a Service Desk, Help Desk, or IT support role.
• Strong working knowledge of Active Directory, Group Policy, VPN technologies, Microsoft Entra ID, and MacOS environments.
• Excellent verbal and written English communication skills.
• Proven troubleshooting and problem-solving ability in complex environments.
• Experience delivering technical support across phone, email, chat, and remote support tools.
• Ability to follow, document, and maintain SOPs and technical documentation.
• Strong interpersonal skills with a customer-first mindset and a commitment to delivering high-quality support.
• Self-motivated and organised, with the ability to manage multiple priorities and meet deadlines.
• Adaptable and flexible, with a positive approach to shifting priorities and evolving business requirements.
• Willing to work rotating shifts, including evenings, weekends, public holidays, and on-call as required.

Responsibilities

• Act as the point of contact for all client IT support requests and incidents.
• Log, categorise, prioritise, and manage tickets through to resolution while meeting SLAs.
• Provide Level 1 technical support via phone, chat, and ticketing platforms.
• Escalate complex issues to Level 2/3 or specialist teams with clear communication.
• Fulfil service requests including user access provisioning, password resets, and software installation.
• Collaborate with Level 2 and infrastructure teams to review changes in standard environments.
• Research and implement fixes for newly identified issues to improve services.
• Maintain and update the Service Desk knowledge base for consistent support delivery.

Skills

Communication skills

Troubleshooting

Documentation

Time management

Tools

Active Directory

Group Policy

VPN technologies

Microsoft Entra ID

MacOS

Job description

Acquire Intelligence is seeking a Service Desk Analyst to be the first point of contact for client IT support. You will own the full support lifecycle, from logging tickets to resolution, ensuring timely service delivery and a strong customer experience.

You will provide Level 1 support via phone, chat and ticketing, escalate when needed, and contribute to knowledge base improvements. This role requires 2+ years in IT support and strong English communication in a fast-paced environment.