Service Desk Staff

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 300,000 - 700,000; Full time

Job summary

Acquire Intelligence Philippines Inc. seeks an IT Service Desk Analyst to act as the first point of contact for client IT support requests and incidents. You will log, prioritize, and resolve tickets while providing Level 1 support via phone, chat, and remote tools.

Escalation to Level 2/3 when needed, handling access requests, password resets, and software installs. You will ensure SLA compliance and maintain knowledge base content.

Qualifications

• Minimum 2 years in a Service Desk, Help Desk, or IT Support role.
• Strong knowledge of Active Directory, Group Policy, VPN tech, Entra ID, and MacOS.
• Fluent English in speech and writing.
• Ability to document and follow SOPs and technical procedures.
• Experience providing support via phone, email, chat, and remote tools.
• Good troubleshooting and problem-solving in complex environments.
• Ability to explain technical concepts to non-technical users.
• Strong interpersonal skills to guide and train end users.
• Ability to escalate issues promptly to supervisors.

Responsibilities

• Act as single point of contact for client IT support requests/incidents.
• Log, prioritize, and manage tickets through resolution.
• Provide Level 1 tech support via phone, chat, and tickets.
• Escalate complex issues to Level 2/3 or specialists.
• Receive, log, categorize, prioritize, and assign incidents/reports.
• Collaborate with Level 2 to implement changes in environments.
• Fulfill service requests: user access, password resets, software install.
• Monitor and meet agreed SLAs.
• Deliver professional, timely support to boost customer satisfaction.
• Research and implement fixes for new issues.
• May work with infrastructure teams on new solutions.
• Maintain an accurate knowledge base in the Service Desk tool.
• Report escalations to Incident Manager.
• Willing to work rotating shifts including evenings, weekends, holidays, on-call.

Skills

Active Directory

Group Policy

VPN technologies

Microsoft Entra ID

MacOS environments

English communication

SOP/documentation

Remote support

Troubleshooting

Customer service

Job description

We’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
• Willing to work rotating shifts, including evenings, weekends, public holidays, and on‑call support as required.
• 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.

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, escalator, 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.

Join the A-Team and experience the A-Life!

Acquire 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.