AI-Enhanced Service Desk Analyst

GOLDTECH RESOURCES PTE LTD

Singapore

On-site

SGD 42,000 - 66,000

Full time

14 days+

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Job summary

GOLDTECH RESOURCES PTE LTD in Singapore is seeking a proactive IT Support professional to join a dynamic service desk team. You will serve as the primary escalation channel for end users, supporting Windows and macOS, Microsoft 365, VPN, and endpoint tools.

You will log and categorize incidents in the ITSM system, manage ticket workflows, and collaborate with resolver teams. Knowledge of AI-assisted tools and ServiceNow is a plus, with strong communication and problem-solving abilities valued.

Qualifications

1-2 years of IT Service Desk experience (3-5+ years for senior level consideration).
Strong troubleshooting skills across Windows and macOS environments.
Good working knowledge of Microsoft 365, VPN technologies, browsers and endpoint tools.
Familiarity with ITSM platforms such as ServiceNow and incident management.

Responsibilities

Provide Level 1 and Level 2 support across multiple channels (phone, email, collaboration platforms, ITSM portals).
Log, categorize, and prioritize incidents and service requests in the ITSM system.
Take ownership of escalated tickets and ensure timely resolution.
Escalate complex cases to resolver teams, vendors, or onsite support as needed.
Utilize AI-assisted capabilities to improve summaries, knowledge sharing, and workflows.
Maintain documentation and contribute to knowledge base improvements.
Support shift rotations and contingency coverage as required.
Ensure compliance with security, audit, and data protection policies.