Service Desk Support Analyst

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-service

or 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

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

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