{"id":4157334,"url":"https://alion.io/job/acquire-intelligence-service-desk-staff","title":"Service Desk Staff","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-11-12T11:01:02Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T11:01:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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!\nDUTIES AND RESPONSIBILITIES\nAct as the single point of contact for client IT support requests and incidents.\nLog, prioritize, and manage tickets through to resolution.\nProvide Level 1 technical support over the phone, chat, tickets and first-contact resolution where possible\nEscalate complex issues to Level 2, Level 3, or specialist teams.\nReceive, log, categorise, prioritise, and assign incidents and requests reported by customers.\nReview and work with Level 2 on implementing changes in standard operating environments.\nFulfill service requests such as user access, password resets, software installation, and device support.\nMonitor and meet agreed SLAs\nContribute to customer satisfaction by delivering professional and timely support.\nResearch and implement fixes for new issues.\nMay work with infrastructure teams and create new solutions.\nAssists with maintaining an accurate Service Desk knowledge-based tool.\nReports escalations to Incident Manager\nMINIMUM REQUIREMENTS\nMinimum of 2 years of experience in a Service Desk, Help Desk, or IT Support role.\nStrong working knowledge of Active Directory, Group Policy, VPN technologies, Microsoft Entra ID, and MacOS environments.\nExcellent verbal and written English communication skills.\nAbility to follow, document, and maintain standard operating procedures and technical documentation.\nExperience providing technical support via phone, email, chat, and remote support tools.\nStrong troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve technical issues in complex environments.\nAbility to explain technical concepts in a clear and user-friendly manner to non-technical users.\nStrong interpersonal skills with the ability to support, guide, and train end users when required.\nAbility to identify, escalate, and communicate issues promptly to supervisors and relevant stakeholders.\nDemonstrated ability to manage workload effectively and consistently meet deadlines and service level.\nAdaptable and flexible, with the ability to respond positively to changing priorities and business requirements.\nStrong customer service orientation with a commitment to delivering a high-quality support experience.\nSelf-motivated, organized, and capable of working independently while effectively managing multiple priorities.\nDedicated to providing exceptional customer service and maintaining positive client relationships at all times.\nWilling to work rotating shifts, including evenings, weekends, public holidays, and on-call support as required.\nJoin the A-Team and experience the 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