Service Desk Analyst - Application Support

Company Overview

Open Innovation AI is a global leader in technology, specializing in sophisticated solutions for managing AI workloads. Its flagship software, the Open Innovation Cluster Manager (OICM), efficiently orchestrates complex AI processes across a variety of hardware environments. The platform is designed to be hardware-agnostic, supporting multiple GPUs and accelerator devices, ensuring smooth scalability and integration for enterprise AI applications. The company’s mission is to streamline and optimize AI workload management, making cutting-edge AI accessible and cost-effective for organizations of all sizes, thereby accelerating time to value and improving business results.

Role Overview

The Service Desk Analyst serves as the initial contact for users of Open Innovation’s AI platform and its applications. This role requires a solid grasp of the product combined with strong service desk skills. Analysts must proficiently navigate official product documentation to assist customers, troubleshoot known issues, and escalate unresolved problems effectively.

Key Responsibilities

• Serve as the primary contact point via Jira Service Management, email, phone, and monitoring alerts for customer issues.
• Utilize official product documentation to respond to customer inquiries about platform functions.
• Resolve issues documented in the runbooks, knowledge base, or product manuals, confirming resolution with customers before ticket closure.
• Conduct guided screen-sharing sessions with customers to observe issues firsthand, directing customers through troubleshooting steps toward resolution or evidence collection for escalation.
• Analyze error messages, status reports, logs, and API outputs to determine if behaviors are expected, configuration related, or indicative of defects.
• Gather detailed diagnostic data (environment details, timestamps, error messages, configurations, reproduction steps) before escalating to Level 2 support.
• Provide Level 2 Support engineers with comprehensive and self-contained escalation reports to facilitate immediate investigation, minimizing the need to revisit customers for basic information.
• Maintain ownership of support tickets post-escalation, tracking progress, communicating updates to customers at agreed intervals, and managing expectations until resolution.
• Monitor service desk queues for timely response, proper issue categorization, and compliance with priority requirements.
• Identify frequent customer queries and documentation gaps; author knowledge base articles to improve first contact resolution rates.
• Stay updated on release notes, new features, and changes to keep platform knowledge current across versions.
• Participate in structured handovers and operate within a 24/7 rotational shift system, including nights, weekends, and public holidays as necessary.

Required Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related discipline.
• 1 to 3 years of experience in application support, product support, or technical service desk roles focused on software platforms rather than desktop user support.
• Strong ability to understand technical product documentation and explain solutions clearly to customers.
• Basic conceptual knowledge of Kubernetes architecture including containers, pods, nodes, namespaces, and common failure states.
• Comfortable working in Linux environments and skilled at interpreting application and container logs.
• Familiarity with REST APIs, including understanding HTTP status codes, payloads, token authentication, and fluency with YAML and JSON formats.
• Fundamental networking knowledge covering DNS, TLS/certificates, proxies, and connectivity troubleshooting.
• Understanding of AI/ML workload characteristics including training, inference, model serving, checkpoints, tokenization, context length, and GPU memory constraints affecting job stability.
• Excellent English communication skills for technical dialogue and clear written escalation documentation.
• Experience using ITSM platforms such as Jira Service Management or ServiceNow with an emphasis on queue management and SLA adherence.
• Ability to maintain precise, structured documentation habits.
• Availability to work in 24/7 rotational shifts including nights, weekends, and holidays.

Preferred Skills

• Previous experience supporting enterprise SaaS platforms.
• Exposure to monitoring and observability tools like Grafana or Prometheus sufficient to interpret dashboards.
• Experience with GPU-accelerated or high performance computing workloads.
• Basic proficiency in Python for reading and troubleshooting scripts.
• Additional language skills in Arabic alongside English.
• Relevant certifications such as ITIL Foundation or Certified Kubernetes Administrator (CKA).

Additional Information

This role reports to the Head of Technical Operations and is an individual contributor position. Support is delivered remotely without direct access to customer cluster environments, requiring strong communication and diagnostic skills to assist users effectively from a distance.