Service Desk Analyst | IT Support | Up to ₱32K Package
Summary
Acquire Intelligence is hiring a Service Desk Analyst in Ortigas to be the first point of contact for client IT support: logging and prioritising tickets to SLA, providing Level 1 support via phone, chat and ticketing tools, handling access provisioning, password resets and device support, and escalating complex issues. Key technologies include Active Directory, Group Policy, VPN, Microsoft Entra
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
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!