IT Service Desk Analyst - Remote

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

The Service Desk Analyst (based in the Philippines) is the first point of contact for Employment Hero's internal technology needs, providing timely and effective support to a remote workforce of approximately 1,700 people. This role is responsible for managing and resolving IT support tickets, handling hardware procurement and asset management, and ensuring staff have the tools and access they need to do their best work.

Your key focus areas will be:

• Act as the primary point of contact for internal IT support requests raised via the Jira Service Desk
• Triage, prioritise, and resolve tickets within agreed SLAs, covering hardware, software, access, and connectivity issues
• Escalate complex or unresolved issues to Level 2 or Level 3 support where appropriate, with clear and thorough handover notes
• Maintain a high standard of communication with requesters throughout the lifecycle of a ticket
• Use AI tools such as Claude or ChatGPT to assist with drafting responses, troubleshooting steps, and knowledge base articles
• Manage the end-to-end procurement of hardware including laptops, peripherals, and accessories for new starters and existing staff
• Maintain accurate records of IT assets across the organisation using the asset management system
• Coordinate with vendors and suppliers to obtain quotes, raise purchase orders, and track deliveries
• Manage hardware refresh cycles and ensure devices are configured and shipped to staff in a timely manner
• Process offboarding hardware returns and ensure equipment is wiped, logged, and reallocated or disposed of appropriately
• Provision and deprovision user accounts across Google Workspace, Okta, and other key platforms
• Manage access requests in line with the principle of least privilege and internal security policies
• Support identity and access management tasks, escalating complex provisioning workflows to the Tech Enablement team
• Create and maintain knowledge base articles that enable self-service resolution and reduce repeat ticket volume
• Identify recurring issues and flag them to the Tech Enablement team for automation or systemic resolution
• Contribute to the improvement of service desk processes and standard operating procedures

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:

• 1 to 3 years of experience in an IT support or service desk role
• Comfortable using AI tools such as Claude or ChatGPT to assist with day-to-day tasks including drafting communications and troubleshooting
• Customer-focused with a genuine desire to help people get back on track quickly
• Experience working with an ITSM platform such as Jira Service Management
• Familiarity with Google Workspace and macOS and/or Windows environments
• Experience with hardware procurement and vendor coordination
• Basic understanding of user provisioning and access management concepts
• Understanding of ITIL fundamentals, particularly around incident and request management
• Organised and methodical, able to manage a queue of concurrent requests without losing track of priorities
• Clear and professional communicator with staff at all levels of the business
• Proactive in flagging patterns and suggesting improvements rather than just closing tickets
• Comfortable working independently in a remote environment and managing your own workload

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:

• Remote Work: Work remotely with the flexibility to own your time and impact.
• Cutting-edge Tools: Access tools to amplify your work and knowledge.
• Ambitious Environment: Surround yourself with outcome-driven colleagues who challenge you to do your best work.
• Equity: Own ESOP (employee share options) in a fast-growing tech company.
• Benefits: Generous parental leave, WFH office expense budget, and outstanding learning & development opportunities.
• Global Gathering: Attend our annual Global Gathering—we're heading to the Gold Coast, Australia, in September 2026!

Note: We’re AI-first, so you may meet some of our AI tools early in the process to ensure a fair and consistent experience.

We verify candidate identity and location as part of our hiring process. Employment Hero celebrates diverse perspectives and experiences; we invite people of all backgrounds and identities to apply.

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/