Service Desk Analyst EMEA
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
Remote - UK
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
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
