Service Desk Analyst - Remote

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching in 2014, we've grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission?
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

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.

Your key focus areas will be:

• 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.

Who you are

To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring:

• 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.

What we can offer

At Employment Hero, we don't just talk about a better way to work. We live it.

Joining Employment Hero means you'll:

• 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. We've celebrated together in Thailand, Vietnam, Bali and Dubai, and can't wait to meet in the Gold Coast, Australia, in September 2026.

Privacy and AI Notices

• We’re AI-first, so may use AI tools to review your applications and support our interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. These tools do not replace human judgment and the final hiring decision sits with our team.
• We verify candidate identity and location as part of our hiring process.
• At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/.