Service Desk Analyst EMEA & APAC

About the Opportunity

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 the 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.

Key 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 the 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.
• Willing to work flexible hours between 7 am - 7 pm GMT (40 hours per week).

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.

Equal Opportunity Employer

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

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