IT Service Desk Analyst

PH-Davao City
3 months ago
Project Management


Appen is a global leader in the development of high-quality, human annotated datasets for machine learning and artificial intelligence. With over 20 years of experience, expertise in more than 180 languages, and access to a global crowd of over 400,000, Appen partners with leading technology companies to enhance their machine learning-based products.


Job Description:

  • Adopt and enhance the Service desk processes and tools to provide predictable, high quality technical support for all Appen staff
  • Provide technical support including
    • Provide 1st to 2nd level IT support - Review, resolve and subsequently close service requests/tickets and complete change requests
    • Adhering to escalation and call management processes and procedures
    • Providing accurate, succinct and sufficiently detailed documentation of work performed
    • Ensure swift and efficient processing of incoming support inquiries by pre-qualifying incoming tickets, obtaining missing information and escalating if necessary.
    • Solve hard and software problems via service desk, e-mail or telephone and taking over installations and configurations.
  • Contributes to a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Performs other duties and responsibilities as assigned by the IT Services, Service Desk Manager
  • Availability to work between different time-shifts is necessary


Required Knowledge, Skills and Abilities:

  • Minimum of 5 continuous years working in a technical or Service desk role – preferably in a global online environment. It’s important to note that most the people this role supports are remote to the location of this role.
  • Certification in MCP/LPIC/ITIL (any level) preferred.
  • It’s important to note that most the people this role supports are remote to the location of this role.
  • Independent, motivated self-starter who can establish a course of action for self and others while driving initiatives to completion.
  • Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients and managers; effectively uses active listening skills.
  • Demonstrated ability to work effectively in an environment characterized by constant change, ambiguous data and a fast-paced, deadline-driven culture.
  • Able to establish productive, co-operative relationships and demonstrate effective use of conflict resolution skills.
  • Demonstrated time management and organizational skills with high level attention to details.
  • Takes personal responsibility for continuous learning.
  • Proven analytical skills including the ability to proactively identify problems, gather information and set course of action.
  • Demonstrates strong IT skills combined with a good head for business.
  • Demonstrated commitment to Appen core values and company vision


Technology Environment:

  • Lenovo and Apple Workstation
  • Microsoft Windows 7 - 10
  • Apple MacOS (Unix-like based systems)
  • ChromeOS (portable-like based systems)
  • Office 365 / Exchange 2016
  • Centrify – SSOs
  • Active Directory (User and Groups management)
  • Collaboration tools – Skype for Business, Fuze, Jira, Workday, ICiMS, Confluence (wiki), SharePoint
  • Remote Support tools – LogMeIn, TeamViewer, Terminal services – various vendors
  • Printer Services – many brands
  • Server services – Linux (Debian), Windows Server and Hypervisors in general
  • Networking services – Ubiquity, Wireless access points
  • Sophos AV and UTM
  • Storage services – DAS SATA – Samba and NFS access
  • Hosting Services – Local office, AWS, Rackspace



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