IT Service Desk Specialist

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
• 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)

Tech stack