IT Service Desk Analyst

Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry’s most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.

Our data is crucial for building and continuously improving the world’s most innovative artificial intelligence systems and Appen is already trusted by the world’s largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.

At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.

At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Requirements:

Experience working with an IT internal services and global / remote team preferable

Experience with end-user support and Active Directory to be considered for this role

Experience with PCs and Macs

Knowledge of Active Directory, O365 and G-suite in user management level

General understanding of LAN & WAN networking principles

General knowledge of technical infrastructure from desktop to firewall

Understanding of end-point backup systems and software for desktops

Familiar with ITIL framework and customer service principles would be highly regarded

Excellent customer service rating

Duties and Responsibilities

Provide remote service desk all offices and users across the globe

Prove onsite support to office-based users and executives

Combination of onboarding/off-boarding users, computer deployment, desktop and application support within Microsoft AD and Mac/Linux platform

Perform a wide variety of Level 1-2 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

Writing technical documentation and IT internal process and procedures

Qualifications & Education

Security clearance to SC level – mandatory

2-3 year experience in IT support roles

Tertiary degree in IT – desirable

IT-related certifications – desirable<