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