Abnormal AI
ServiceDeskAnalystEMEA&APAC
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Analyst EMEA & APAC at Abnormal AI. Skills: End-user support, Incident management, Device lifecycle management, Access management. Serve as primary point of contact. Manage incidents and service requests”
What You'll Achieve.
Ensure seamless technology experience; Improve delivery; Reduce manual effort; Improve ticket deflection; Improve employee self-service adoption; Reduce recurring issues; Improve employee experience
Industry & Context.
Problem-solving skills; Troubleshooting
Flexible hours 7am - 7pm GMT, 40 hours per week
What They're Looking For.
Must Have
4–5 years IT support experience, Experience supporting macOS and Windows, Bachelor's degree in Computer Science, Proven end-user hardware experience, Proficiency with SaaS applications, Familiarity with Active Directory, Familiarity with identity and access management, Familiarity with VPN support, Working knowledge of basic networking, Working knowledge of endpoint security, Working knowledge of mobile device management, Problem-solving skills, Customer service skills, Interpersonal skills, Communication skills, Experience supporting ServiceNow workflows, Experience creating self-service resources, Experience maintaining employee-facing knowledge bases, Ability to identify process improvement opportunities, Ability to drive operational efficiencies, Willing to work flexible hours
Nice to Have
Experience with AI Tooling, Experience with Jamf, Experience with VMware Workspace ONE
What You'll Do.
Serve as primary point of contact
Manage incidents and service requests
Provide hands-on support for video conferencing
Provide hands-on support for printers
Provide hands-on support for office IT infrastructure
Escalate complex issues to senior engineers
Ensure timely follow-up
Ensure timely resolution
Configure macOS laptops
Troubleshoot macOS laptops
Decommission macOS laptops
Deploy Windows desktops
Configure Windows desktops
Troubleshoot Windows desktops
Decommission Windows desktops
Handle employee onboarding
Handle employee offboarding
Administer endpoint applications
Administer SaaS applications
Manage license allocations
Troubleshoot access issues
Troubleshoot performance issues
Support SaaS platforms
Maintain IT documentation
Update IT documentation
Participate in automation initiatives
Participate in AI enablement initiatives
Participate in operational excellence initiatives
Identify repetitive support workflows
Automate manual processes
Contribute to ServiceNow workflow improvements
Contribute to self-service capabilities
Contribute to service catalog enhancements
Develop knowledge base content
Maintain knowledge base content
Analyze support trends
Recommend improvements to reduce issues
Recommend improvements to improve employee experience
Support implementation of automation initiatives
Support testing of automation initiatives
How You'll Work.
Team & Collaboration
Global teams
Communication Scope
Interpersonal skills; Communication skills
Full Job Description
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 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 t
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