Service Desk Staff

Acquire.AI; Pasig; Vor Ort; PHP 335.000 - 558.000; Vollzeit

Zusammenfassung

Acquire Intelligence in Pasig is seeking a Service Desk Staff to act as the single point of contact for IT support requests. You will log, prioritise, and resolve incidents, provide Level 1 technical support across phone, chat and email, and escalate complex issues as needed.

You will manage user access, password resets, software installation, and device support while meeting SLAs. Strong English communication and 2+ years in service desk are required.

Qualifikationen

• Minimum of 2 years in a Service Desk, Help Desk, or IT Support role.

Aufgaben

• Act as the single point of contact for client IT support requests and incidents.
• Log, prioritize, and manage tickets through to resolution.
• Provide Level 1 technical support over the phone, chat, tickets and first-contact resolution where possible.
• Escalate complex issues to Level 2, Level 3, or specialist teams.
• Receive, log, categorise, prioritise, and assign incidents and requests reported by customers.
• Review and work with Level 2 on implementing changes in standard operating environments.
• Fulfill service requests such as user access, password resets, software installation, and device support.
• Monitor and meet agreed SLAs.
• Contribute to customer satisfaction by delivering professional and timely support.
• Research and implement fixes for new issues.
• May work with infrastructure teams and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Reports escalations to Incident Manager

Jobbeschreibung

Service Desk Staff### Service Desk StaffApply: Pasig City: Full time: Posted Today: End Date: November 20, 2026 (7 days left to apply): R12938We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!**DUTIES AND RESPONSIBILITIES*** Act as the single point of contact for client IT support requests and incidents.* Log, prioritize, and manage tickets through to resolution.* Provide Level 1 technical support over the phone, chat, tickets and first-contact resolution where possible* Escalate complex issues to Level 2, Level 3, or specialist teams.* Receive, log, categorise, prioritise, and assign incidents and requests reported by customers.* Review and work with Level 2 on implementing changes in standard operating environments.* Fulfill service requests such as user access, password resets, software installation, and device support.* Monitor and meet agreed SLAs* Contribute to customer satisfaction by delivering professional and timely support.* Research and implement fixes for new issues.* May work with infrastructure teams and create new solutions.* Assists with maintaining an accurate Service Desk knowledge-based tool.* Reports escalations to Incident Manager**MINIMUM REQUIREMENTS*** Minimum of 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.* Ability to follow, document, and maintain standard operating procedures and technical documentation.* Experience providing technical support via phone, email, chat, and remote support tools.* Strong troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues in complex environments.* Ability to explain technical concepts in a clear and user-friendly manner to non-technical users.* Strong interpersonal skills with the ability to support, guide, and train end users when required.* Ability to identify, escalate, and communicate issues promptly to supervisors and relevant stakeholders.* Demonstrated ability to manage workload effectively and consistently meet deadlines and service level.* Adaptable and flexible, with the ability to respond positively to changing priorities and business requirements.* Strong customer service orientation with a commitment to delivering a high-quality support experience.* Self-motivated, organized, and capable of working independently while effectively managing multiple priorities.* Dedicated to providing exceptional customer service and maintaining positive client relationships at all times.* Willing to work rotating shifts, including evenings, weekends, public holidays, and on-call support as required.Join the A-Team and experience the A-Life!### About UsAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.