Service Desk Analyst (AI)

TL;DR

Service Desk Analyst (AI): Delivering high-quality technical support to teams across EMEA with an accent on endpoint lifecycle management and SaaS administration. Focus on automating support workflows, improving self-service capabilities, and ensuring a seamless technology experience for a growing global workforce.

Location: Hybrid role supporting teams across EMEA

Company

hirify.global is a rapidly growing technology company building advanced IT infrastructure to support global operations.

What you will do

• Serve as the primary point of contact for IT support requests from onsite and remote employees.
• Manage incidents and service requests through ticketing systems like ServiceNow and JIRA.
• Deploy, configure, and troubleshoot macOS and Windows hardware.
• Handle employee onboarding and offboarding, including hardware provisioning and access management.
• Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
• Identify repetitive workflows and partner to automate manual processes to improve service delivery.

Requirements

• 4–5 years of experience in IT support or service desk roles supporting macOS and Windows.
• 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, and VPN support.
• Experience supporting or administering ServiceNow workflows.
• Familiarity with AI tooling such as Claude, Gemini, or ChatGPT.

Nice to have

• Experience creating or maintaining self-service resources and knowledge bases.
• Working knowledge of basic networking (TCP/IP) and endpoint security.
• Experience with mobile device management tools like Jamf or VMware Workspace ONE.

Culture & Benefits

• Fast-paced, collaborative environment focused on operational excellence.
• Opportunity to contribute to automation and AI enablement initiatives.
• Commitment to continuous improvement and professional development.
• Global team collaboration with a customer-centric mindset.