Service Desk Support Analyst (L1/L2)

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 • Education Level • Working experiences • Each employment background • Reason for leaving each employment • Last drawn salary • Expected salary • Date of availability