IT Service Desk Specialist

About the role

AppsFlyer is looking for an IT Service Desk Specialist to be the front‑line point of contact for employees worldwide. You will ensure smooth daily technology operations, resolve technical issues, and help drive AI‑enabled, self‑service support.

Key responsibilities

• Provide global technical support, focusing on the EMEA region, for macOS and Windows devices.
• Diagnose and resolve hardware, software, and connectivity problems, including Tier 1 network issues.
• Install, configure, and troubleshoot end‑user devices, peripherals, and video‑conferencing equipment (Google Meet, Zoom, Zoom Rooms, Neat).
• Manage service requests via the IT ticketing system, document interactions, and prioritize incidents according to SLAs.
• Facilitate onboarding and off‑boarding, maintain IT asset inventory, and create knowledge‑base articles.
• Identify automation and AI opportunities to improve support efficiency and reduce resolution times.

Required profile

• 2+ years in an IT Service Desk or Help Desk role within a 500+ employee organization.
• Hands‑on experience with both macOS and Windows environments.
• Strong customer orientation and proven problem‑solving abilities.
• Willingness to adopt AI tools (Claude, Gemini, GPT, chatbots, copilots) in daily workflows.
• Experience with MDM platforms (Kandji, Intune) and identity/access management (Okta).
• Knowledge of AV technologies such as Google Meet, Zoom, Zoom Rooms, and Neat devices.

Required skills

• macOS
• Windows
• Hardware and software troubleshooting
• Network troubleshooting (Tier 1)
• Video‑conferencing tools: Google Meet, Zoom, Zoom Rooms, Neat
• IT ticketing systems
• MDM platforms: Kandji, Intune
• Identity/access management: Okta
• AI tools: Claude, Gemini, GPT, chatbots, copilots
• Automation and scripting basics
• Asset inventory management
• Knowledge‑base creation