Service Desk Analyst | IT Support | Up to ₱32K Package

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

About the role

Join Acquire Intelligence as a Service Desk Analyst and become the first point of contact for clients who rely on fast, expert IT support. In this role, you will own the full support lifecycle, from logging and prioritising tickets to resolving issues and contributing to a culture of continuous improvement. If you are a motivated IT professional who thrives in a fast-paced environment and takes pride in delivering an outstanding client experience, this is an excellent opportunity to grow your technical skills while making a real impact every day.

Key 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 consistently meeting agreed SLAs
• Provide Level 1 technical support via phone, chat, and ticketing platforms, achieving first-contact resolution wherever possible
• Escalate complex or unresolved issues to Level 2, Level 3, or specialist teams with clear and timely communication
• Fulfil service requests including user access provisioning, password resets, software installation, and device support
• Collaborate with Level 2 and infrastructure teams to review, implement, and refine changes in standard operating environments
• Research and implement fixes for newly identified issues, contributing to ongoing service improvement
• Maintain and update the Service Desk knowledge base to support accurate, consistent, and efficient support delivery

About you

• Minimum 2 years of experience 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, with the ability to explain technical concepts clearly to non-technical users
• Proven troubleshooting and problem-solving ability, with experience diagnosing and resolving issues in complex environments
• Experience delivering technical support across phone, email, chat, and remote support tools
• Ability to follow, document, and maintain standard operating procedures and technical documentation
• Strong interpersonal skills with a customer-first mindset and a commitment to delivering a high-quality support experience
• Self-motivated and organised, with the ability to manage multiple priorities and consistently 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

Benefits

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through Value Awards
• Real career growth with internal promotions
• 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role
• 12 Vacation Leaves
• 12 Sick Leaves
• 1 Birthday Leave

About us

At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

What are you waiting for? Come for a career, stay for the fun!