IT Service Desk Specialist

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. What you’ll do Technical Support & Troubleshooting 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 Service Management 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 Operations & Continuous Improvement 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 What you have 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) Bonus Points: 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 (chatbots, automated knowledge bases) Being introduced by an AppsFlyer team member Why AppsFlyer AppsFlyer is the global leader in marketing measurement and analytics. Our IT team operates at the forefront of technology, building an AI-native support environment where automation and intelligence are embedded into everything we do. You’ll join a team that values innovation, ownership, and continuous learning — and where your ideas for making IT better will be heard and acted on. As a global company operating from 20 offices worldwide, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners. “As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO