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

Salary: ₱30,000 – ₱32,000 per month

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