Service Desk Support Analyst

Goldtech Resources Pte Ltd; Singapore; On-site; SGD 40,000 - 62,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

Customer focus

Analytical troubleshooting

Ticket management

Team collaboration

Tools

ServiceNow

ITSM platforms

Microsoft 365

VPN technologies

Job description

Role Overview

We are looking for a proactive and customer-focused IT Support professional to join a dynamic service desk team. This role serves as the primary human escalation channel for end users when automated self-serviceor virtual agent solutions require additional intervention.

The successful candidate will play a key role in delivering responsive support, maintaining service quality standards, and leveraging AI-assisted tools to enhance resolution efficiency and user experience.

Key Responsibilities

• 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