IT Service Desk Analyst (Level 1)

Job Locations PH-Cavite
Posted Date 2 weeks ago(11/18/2021 7:59 PM)
Information Technology


Position Summary

Reporting to the IT Service Desk Manager, responsibilities revolve around the effective delivery of remote IT Support Appen customer and users. Daily job routine will include resolving incidents and requests captured via service desk tool (Solarwinds) and minor administrative and organisational task to assist the IT Service Desk Manager.



  • Provide remote service desk to all offices and users in Appen globally
  • Combination of onboarding/offboarding users, desktop and application support within Microsoft AD and Mac/Linux platform
  • Perform a wide variety of online support across many technologies
  • Point of escalation to senior tier (System administration team)
  • Occasional project team work to deploy solutions for the business
  • Training and assist internal customer in the use of technology


 Required Knowledge, Skills and Abilities

  • Good verbal and written English. Able to understand and be understood.
  • Fast learner
  • Technical writer
  • Adept troubleshooting approach
  • Good team player
  • Performance: Able to work with precision and good knowledge on the task at hand.
  • Grit: Willing to perform above and beyond expected role confidently. If asked to go a mile, he/she is willing to give an additional mile.
  • Honesty: Accountable for the actions taken in providing solutions and workarounds for the customer.
  • Humility: Able to show respect and share knowledge amongst colleagues and team members.


 Qualifications and Experience

  • Minimum two (2) years experience in IT support roles. This applies also for internal sourcing from Appen project operations.
  • Experience working with an IT internal services and global remote teams
  • Experience with end-user support and Active Directory
  • Experience with Windows and MacOS environments
  • Knowledge of Active Directory, O365 and G-suite in user management level
  • General understanding of LAN & WAN networking principles
  • Understanding of end-point backup systems and software for desktops
  • Familiar with ITIL framework and customer service principles is highly regarded
  • Excellent customer service rating


If this resonates with you, or if you feel like you would excel in the role, apply now!


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


About Appen

Appen collects and labels images, text, speech, audio, video, and other data used to build and continuously improve the world’s most innovative artificial intelligence systems. Our expertise includes having a global crowd of over one million skilled contractors who speak over 180 languages and dialects, in over 70,000 locations and 130 countries, and the industry’s most advanced AI-assisted data annotation platform. Our reliable training data gives leaders in technology, automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products. Founded in 1996, Appen has customers and offices globally.


At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions, and believe in giving and receiving direct feedback. We give credit where credit is due, and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.


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