Service Desk Analyst EMEA & APAC

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 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.