Service Desk Support Analyst (L1/L2)

GOLDTECH RESOURCES PTE LTD; Singapore; On-site; SGD 42,000 - 66,000; Full time

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.

Skills

Strong communication

Customer-centric

Analytical troubleshooting

Team collaboration

Shift flexibility

Tools

ServiceNow

ITSM tools

AI-enabled support tools

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