Service Desk Analyst EMEA

About the role

Abnormal AI is building a world-class IT function to support our rapid global growth. We are seeking an experienced and service-driven Service Desk Analyst to deliver high-quality technical support to our teams across EMEA. This role is critical in ensuring our employees have a seamless technology experience from day one providing responsive support, managing endpoint lifecycle, and driving operational excellence in our IT environment.The ideal candidate thrives in a fast-paced, hybrid work environment, is equally comfortable with macOS and Windows ecosystems, and has a passion for delivering best-in-class end-user support.

Responsibilities

• End-User Support & Incident Management
• Serve as the primary point of contact for IT support requests from both onsite and remote employees.
• Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues.
• Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure.
• Escalate complex issues to senior engineers, ensuring timely follow-up and resolution.
• Device Lifecycle & Access Management
• Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops.
• Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management.
• Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues.
• Tools, Platforms & Documentation
• Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
• Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive.
• Actively participate in automation, AI enablement, and operational excellence initiatives designed to reduce manual effort and improve delivery
• Automation & Service Optimization
• Identify repetitive support workflows and partner to automate manual processes
• Contribute to ServiceNow workflow improvements, self-service capabilities, and service catalog enhancements
• Develop and maintain knowledge base content that improves ticket deflection and employee self-service adoption
• Analyze support trends and recommend improvements to reduce recurring issues and improve the employee experience
• Support implementation and testing of automation initiatives across onboarding, access management, and employee lifecycle flows
• Required Qualifications
• 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 (SAML, Okta), and VPN support.
• Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e.g., Jamf, VMware Workspace ONE).
• Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks.
• 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
• Soft Skills
• Customer-centric mindset with a passion for creating frictionless user experiences.
• Strong communication and collaboration skills across global teams.
• Proactive problem solver who thrives in a fast-paced environment.
• Organized, detail-oriented, and committed to continuous improvement
• #LI-AA1

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