IT Service Desk Specialist at AppsFlyer | AdTechTalent
Other4 months agoHybrid
AppsFlyer
IT Service Desk Specialist
IT Service Desktechnical supportmacOSWindowsAI toolsautomationMDMOktavideo conferencingGoogle MeetZoomnetwork troubleshootinghelp deskEMEA
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
3-5
Location
Herzliya, Israel
Full job description
AppsFlyer seeks an IT Service Desk Specialist to provide technical support globally, focusing on EMEA. Responsibilities include diagnosing and resolving hardware, software, and connectivity issues on macOS and Windows, troubleshooting Tier 1 network issues, supporting video conferencing tools, managing IT service requests, facilitating onboarding/offboarding, maintaining IT asset inventory, creating documentation, and improving IT workflows using AI and automation. Requirements: 2+ years in IT Service Desk or Help Desk in a company with 500+ employees, experience with macOS and Windows, strong problem-solving and customer service skills, familiarity with AI tools, MDM platforms, identity/access management, AV technologies, and professional English communication skills.
What you'll do
Provide technical support globally across all AppsFlyer offices, with primary focus on your assigned region (EMEA)
Diagnose and resolve hardware, software, and connectivity issues across macOS and Windows environments
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Troubleshoot Tier 1 office network and connection issues, escalating complex problems to the appropriate team
Install, configure, and troubleshoot end-user devices, software, and peripherals
Provide technical support for video conferencing (Google Meet, Zoom, Zoom Rooms, Neat), audio/visual setups, and company events
Manage and respond to service requests efficiently via the IT ticketing system, ensuring thorough documentation of all interactions
Prioritize incidents and requests in alignment with Service Level Agreements (SLAs)
Walk colleagues through problem-solving processes and provide clear guidance on IT products and services
Escalate unresolved issues to the next level of support with complete context and documentation
Facilitate IT onboarding and offboarding processes, ensuring a smooth employee lifecycle experience
Maintain accurate IT asset inventory and support asset lifecycle management
Create and maintain knowledge base articles and technical documentation for the team and self-service channels
Identify and suggest improvements to IT procedures, workflows, and automation opportunities
Leverage AI tools and automation to improve support efficiency, reduce resolution times, and enhance the employee experience
Requirements
2+ years of experience in an IT Service Desk or Help Desk role in a company with 500+ employees
Hands-on experience with hybrid OS environments (macOS and Windows)
Proven ability to diagnose and resolve a broad range of technical issues
Strong customer orientation with a track record of delivering excellent service
Familiarity with AI tools (e.g., Claude, Gemini, GPT, Other AI assistants, chatbots, copilots) and a demonstrated willingness to adopt AI in daily workflows
Experience with MDM platforms (e.g., Kandji, Intune) and identity/access management tools (e.g., Okta)
Knowledge of AV technologies, including Google Meet, Zoom, Zoom Rooms, and Neat devices
Solid problem-solving, analytical, and organizational skills
Ability to work independently under pressure while following established best practices
Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly
Professional fluency in English (written and spoken)
