[Hiring] Service Desk Analyst @Employment Hero

Role Description

As our Service Desk Analyst, you’ll be working with the IT Operations Manager and will be instrumental in shaping timely, autonomous IT support for our remote workforce of over 1,700 people.

• Autonomously managing regional IT operations and high ticket volumes with a focus on internal user satisfaction and responsiveness.
• Executing prompt, accurate hardware procurement, laptop configuration, delivery, and asset record keeping for Canadian staff.
• Ensuring secure, timely user access provisioning and deprovisioning across core systems aligned with onboarding timelines.
• Leveraging AI productivity tools (such as Claude and ChatGPT) to streamline ticket resolution, knowledge generation, and service improvements.

This will include:

• Act as the autonomous owner of internal IT support requests and the Ask IT channel via Jira Service Management.
• Triage, prioritize, and resolve issues across hardware, software, user access, and connectivity.
• Manage end-to-end procurement, configuration, shipping, refresh cycles, and offboarding returns of laptops and accessories for Canadian staff.
• Provision and deprovision user accounts across Okta, Google Workspace, and core platforms following least-privilege security principles.
• Collaborate seamlessly across time zones with regional teams in the Philippines, Vietnam, and Australia.
• Assist with light IT infrastructure and tooling project work while maintaining knowledge base documentation and identifying recurring patterns for automation.

Qualifications

• 2 to 5 years of experience in an IT support or service desk environment.
• High autonomy and self-reliance to independently manage local IT operations as the sole representative in Canada.
• Excellent proactive communication skills with the confidence to take complete ownership of issues and reach out for assistance when needed.
• Hands-on technical experience with Jira Service Management, Google Workspace, Okta, and macOS/Windows environments.
• AI readiness and comfort using tools like Claude or ChatGPT to assist with daily support tasks.
• Strong organizational skills to maintain order and focus amidst high ticket volumes.

Benefits

• Work in a remote-first environment, giving you the autonomy to do your best work while delivering meaningful outcomes.
• Be trusted to own your work, make decisions, and have a real impact from day one.
• Access cutting-edge AI tools and technology that help you move faster, think bigger, and amplify your expertise.
• Surround yourself with ambitious, high-performing teammates who will challenge, support and inspire you to do the best work of your career.
• Own ESOP (Employee Share Options) in one of the world’s fastest-growing technology companies, so you can share in the value you help create.
• Enjoy a comprehensive benefits package, including generous parental leave, subsidised egg freezing, a home office allowance, and outstanding learning and development opportunities to support your growth.
• Connect with colleagues from around the world at our Annual Global Gathering.