IT Service Desk Analyst — AI-Enhanced Support

Goldtech Resources Pte Ltd; Singapore; Presencial; SGD 40.000 - 62.000; Jornada completa

Descripción de la vacante

Goldtech Resources Pte Ltd is seeking a proactive IT Support professional to join our service desk. You will provide Level 1 and Level 2 support across channels and act as the escalation point for AI-assisted tools, ensuring timely resolutions while upholding quality and security.

The ideal candidate has 1–2 years of service desk experience, solid Windows/macOS experience, and knowledge of Microsoft 365, VPNs, and ITSM tools like ServiceNow.

Formación

• 1–2 years of IT Service Desk experience (3–5+ years for senior level consideration).
• Strong hands-on experience with Windows and macOS.
• Good working knowledge of Microsoft 365, VPNs, browsers and endpoint tools.
• Exposure to AI-enabled support tools or chatbot workflows is a plus.
• Excellent verbal and written communication, and a customer-centric approach.

Responsabilidades

• Provide Level 1 and Level 2 support across multiple channels (phone, email, collaboration platforms, ITSM portals).
• Own tickets escalated from AI-driven tools and ensure timely resolution.
• Troubleshoot user access, authentication, VPN, endpoint software, and network access issues.
• Log, categorize, and prioritize incidents and requests in the ITSM system.
• Monitor queues and manage workload to prevent SLA breaches.
• Escalate complex cases to resolver teams, vendors, or onsite support as needed.
• Document knowledge base improvements and maintain documentation standards.
• Support shift rotations and contingency coverage as required.
• Comply with internal security, audit, and data protection policies.

Conocimientos

Communication skills

Customer focus

Analytical troubleshooting

Ticket management

Team collaboration

Herramientas

ServiceNow

ITSM platforms

Microsoft 365

VPN technologies

Descripción del empleo

Goldtech Resources Pte Ltd is seeking a proactive IT Support professional to join our service desk. You will provide Level 1 and Level 2 support across channels and act as the escalation point for AI-assisted tools, ensuring timely resolutions while upholding quality and security.

The ideal candidate has 1–2 years of service desk experience, solid Windows/macOS experience, and knowledge of Microsoft 365, VPNs, and ITSM tools like ServiceNow.