IT Service Desk Specialist

About the role

AppsFlyer is seeking a talented IT Service Desk Specialist to join our global IT team. In this pivotal frontline role, you will be the face of IT for employees worldwide, ensuring seamless day-to-day technology operations and delivering an outstanding service experience. As part of a forward-thinking IT organization that embraces AI-native operations and automation, you will not only resolve technical issues but also contribute to building smarter, faster, and more self-service-driven IT support. The ideal candidate combines strong technical fundamentals with a service-first mindset and a genuine curiosity for AI and automation. You will own the end-to-end user experience by handling complex service requests, driving continuous process improvements, and acting as a critical bridge between the workforce and evolving technology infrastructure.

Key facts

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 to ensure operational readiness.
• 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) to maintain operational excellence.
• Walk colleagues through problem-solving processes and provide clear guidance on IT products and services.
• Facilitate IT onboarding and offboarding processes, ensuring a smooth employee lifecycle experience from day one to departure.
• Maintain accurate IT asset inventory and support asset lifecycle management to track hardware and software compliance.
• 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 to enhance efficiency.
• Leverage AI tools and automation to improve support efficiency, reduce resolution times, and enhance the employee experience.
• Escalate unresolved issues to the next level of support with complete context and documentation for faster resolution.

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 across diverse platforms.
• Strong customer orientation with a track record of delivering excellent service to internal and external stakeholders.
• 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 to manage multiple priorities effectively.
• Ability to work independently under pressure while following established best practices and procedures.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Professional fluency in English (written and spoken) to ensure precise and effective interactions.
• Capacity to maintain composure and professionalism when managing high-volume support queues and tight deadlines.
• Willingness to adhere to IT governance policies, security protocols, and data protection standards in all activities.
• Readiness to collaborate closely with other IT specialists and cross-functional teams to resolve complex organizational challenges.

Nice to have

• Experience working in a SaaS or cloud-native technology company.
• Familiarity with IT automation and workflow tools (e.g., Make.com, Zapier, scripting).
• Experience with G-Suite administration and Slack.
• Background in investigating and troubleshooting network-related issues.
• Experience contributing to or building AI-powered solutions such as chatbots and automated knowledge bases.
• Being introduced by an AppsFlyer team member who can advocate for your application.

Practical notes

This role operates primarily during standard business hours with potential adjustments to support global offices. Travel may be required within the Herzliya region and occasionally to other office locations as business needs dictate. Candidates must be eligible to work in the location specified without requiring additional visa sponsorship. Any hiring process will be subject to internal timelines and deadlines as determined by AppsFlyer recruitment policies.