Service Desk Analyst EMEA & APAC

2 hours, 4 minutes ago
Full-time
Mid Level
Customer and Technical Support
Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • Serve as the primary point of contact for IT support requests from onsite and remote employees.
  • Manage incidents and service requests in ticketing systems such as ServiceNow and JIRA, including logging, triaging, tracking, and resolving issues.
  • Provide hands-on support for video conferencing tools, printers, and general office IT infrastructure.
  • Escalate complex issues to senior engineers and ensure timely follow-up and resolution.
  • Deploy, configure, troubleshoot, and decommission macOS and Windows laptops and desktops.
  • Handle employee onboarding and offboarding, including hardware and software provisioning and access rights management.
  • Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access and performance issues.
  • Maintain and update IT documentation such as troubleshooting guides, SOPs, and best practices.
  • Partner to automate repetitive support workflows and improve service delivery.
  • Support ServiceNow workflow improvements, self-service capabilities, and knowledge base content to reduce ticket volume and recurring issues.

Requirements

  • 4–5 years of experience in IT support or service desk roles supporting both macOS and Windows environments.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Proven experience with end-user hardware setup, configuration, and lifecycle management.
  • Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
  • Familiarity with Active Directory, identity and access management concepts such as SAML and Okta, and VPN support.
  • Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools such as Jamf or VMware Workspace ONE.
  • Strong problem-solving skills with the ability to prioritize and execute tasks efficiently.
  • Excellent customer service, interpersonal, and communication skills.
  • Experience supporting or administering ServiceNow workflows.
  • Familiarity with AI tooling such as Claude, Gemini, or ChatGPT.
  • Experience creating or maintaining self-service resources and employee-facing knowledge bases.
  • Demonstrated ability to identify process improvement opportunities and drive operational efficiencies.
  • Willingness to work flexible hours between 7am and 7pm GMT, 40 hours per week.

Interested in this position?

Apply directly on the company website

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