Service Desk Support Analyst (L1/L2)

Goldtech Resources Pte Ltd; Região Norte; On-site; BRL 101,000 - 136,000; Full time

Job summary

Goldtech Resources Pte Ltd is seeking a Service Desk Support Analyst (L1/L2) for a full-time on-site role in Singapore. Responsibilities include providing Level 1/2 support across channels, logging and prioritizing incidents, and using AI-assisted tools to improve resolution times.

The candidate should have 1–2 years of IT Service Desk experience, strong Windows/macOS skills, and proficiency with Microsoft 365 and ITSM platforms.

Qualifications

• 1–2 years of IT Service Desk experience (3–5+ years for senior level).
• Strong hands-on experience supporting Windows and macOS.
• Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools.
• Familiarity with ServiceNow or similar enterprise ITSM platforms.
• Excellent verbal and written communication; customer-focused and analytical.

Responsibilities

• Provide Level 1 and Level 2 support across multiple channels including phone, email, collaboration tools, and ITSM portals.
• Take ownership of tickets escalated from AI-driven support tools and ensure timely resolution.
• Troubleshoot issues related to user access, authentication, Microsoft 365, VPN connectivity, endpoint software, and network access.
• Log, categorize, and prioritize incidents and requests within the ITSM system.
• Monitor support queues and manage workload to prevent SLA breaches.
• Escalate complex cases to resolver teams, vendors, or onsite support when required.
• Use AI-assisted capabilities such as automated summaries and guided workflows.
• Maintain detailed documentation and contribute to knowledge base improvements.
• Support shift rotations and contingency coverage as needed.
• Ensure compliance with internal security, audit, and data protection policies.

Skills

Windows

macOS

Microsoft 365

Unix/Linux basics

Incident management

Ticketing

Communication

Troubleshooting

AI-enabled tools

ServiceNow

Tools

ServiceNow

VPN technologies

Job description

Service Desk Support Analyst (L1/L2) (Full Time)

Location In Singapore: Islandwide,one north

Salary(SGD): 2300 - 3100

Job Highlights:

Willing to work 12-hour rotating shifts in a 24x7 Service Desk environment; Able to work on weekends and public holidays based on the assigned shift roster; Must be comfortable working day and night shifts as part of the rotation.

Job Description:

• Provide Level 1 and Level 2 support across multiple communication channels including phone, email, collaboration platforms, and ITSM portals
• Take ownership of tickets escalated from AI-driven support tools and ensure timely resolution
• Troubleshoot issues related to user access, authentication, Microsoft 365 applications, VPN connectivity, endpoint software, and general network access
• Accurately log, categorize, and prioritize incidents and service requests within the ITSM system
• Monitor support queues and proactively manage workload to prevent SLA breaches
• Escalate complex cases to relevant resolver teams, vendors, or onsite support when required
• Utilize AI-assisted capabilities such as automated summaries, knowledge recommendations, and guided workflows
• Maintain detailed documentation and contribute to knowledge base improvements
• Support shift rotations and contingency coverage as operationally required
• Ensure compliance with internal security, audit, and data protection policies

Requirements:

• 1–2 years of IT Service Desk experience (3–5+ years for senior level consideration)
• Strong hands-on experience supporting Windows and macOS environments
• Good working knowledge of Microsoft 365, VPN technologies, browsers, and endpoint tools
• Basic understanding of Unix or Linux environments is advantageous
• Familiarity with ServiceNow or similar enterprise ITSM platforms
• Solid understanding of incident and request management processes
• Ability to manage ticket workflows effectively and maintain documentation standards
• Exposure to AI-enabled support tools or chatbot workflows is a plus
• Strong verbal and written communication skills
• Customer‑centric approach with strong analytical and troubleshooting capability