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Service Desk Analyst at Employment Hero. Who we are. Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. . Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. . The EH Way. At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  . We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by 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 are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission. 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 a Service Desk Analyst you’ll be working to provide high quality technical support to internal Heroes, ensuring timely resolution of IT incidents and service requests. This role combines strong customer service with advanced technical skills to troubleshoot, resolve and escalate complex incidents across devices, applications and infrastructure. By supporting key IT processes, contributing to knowledge sharing and driving service improvements, the Service Desk Analyst plays a critical role in enabling a secure, efficient and productive digital workplace for our Canadian workforce.. Your key focus areas will be:. Service Delivery: Resolve incidents and service requests within SLA timeframes while maintaining high customer satisfaction. Technical Expertise: Demonstrate troubleshooting skills and proactively identify opportunities to improve IT services. Collaboration: Work effectively with global IT peers, vendors and stakeholders to ensure smooth operation of core IT services. Knowledge Management: Maintain accurate documentation of processes, procedures and troubleshooting steps. Security & Compliance: Apply IT security policies and ensure compliance with organisational standards during support activities. Continuous Improvement: Contribute ideas, feedback and initiatives that improve efficiency, reduce risk and enhance user experience. This will include:. Provide timely technical support to end users across devices, applications and collaboration tools. Support onboarding and offboarding processes, including account provisioning, access management, device procurement and configuration. Administer and troubleshoot IAM, endpoint management and SaaS applications. Maintain service desk queues, ensuring incidents and requests are triaged and resolved within agreed SLAs. Document solutions and contribute to knowledge base articles to support continuous learning and user self-service. Collaborate with IT and Security teams to improve service delivery and strengthen security practices. Participate in continual improvement projects and contribute to the overall maturity of the Hero Experience team. Deliver outstanding customer service, building trust and positive relationships with users across the business. 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. Previous experience working in a fast paced Service Desk team. Strong knowledge of both Windows and macOS operating systems. Experience with Mobile Device Management (Intune and Jamf) and identity management (EG: Google Workspace, Azure/Entra, Okta). Familiarity with SaaS productivity and collaboration tools (Google Workspace, Slack, Miro or Zoom). Ability to analyse complex technical problems, identify root causes and implement solutions. Knowledge of IT security principles and best practices including 2FA, access controls and Zero Trust concepts.. 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 will work remotely, with the flexibility to own your time and impact. You will access cutting-edge tools to amplify your work, knowledge and outputs . You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life. You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies . You’ll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities . At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here . employmenthero.com/legals/applicant-policy/. Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.. Company Location: Canada.