Service Desk Staff

Acquire Intelligence; Pasig; On-site; PHP 240,000 - 420,000; Full time

Job summary

Acquire Intelligence seeks an experienced IT Help Desk professional to serve as the single point of contact for client IT support requests. You will log, prioritize, and manage tickets through resolution, providing Level 1 support via phone, chat, and email.

You will escalate complex issues, work with Level 2/3 teams, and ensure SLA adherence while delivering professional customer service across rotating shifts, including evenings and weekends.

Qualifications

• 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.
• 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.

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

Skills

Active Directory

Group Policy

VPN technologies

MacOS environments

English communication

Technical documentation

Troubleshooting

Job description

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

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, escal…
• 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!