IT Service Desk Analyst - Remote

Our mission and where you fit in
At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down.

There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

What your days might look like
The mission for this role is to enhance the Service Desk's responsiveness and efficiency by effectively managing incoming support requests and maintaining the queue below 100 outstanding issues, allowing the Service Desk team to focus on Level 2+/complex issues and reducing the reliance on the Tech Enablement team, for support related tasks and, to focus on business operational improvement initiatives with the goal to deliver projects >30% faster.

As a Service Desk Analyst, you’ll be:

• Serve as the first point of contact for support requests, ensuring timely triage, resolution, and escalation through ticketing systems and chat channels.
  
• Facilitate hardware lifecycle management by procuring, deploying, and retrieving employee devices.
  
• Actively contribute to Tech Enablement and Service Desk projects, providing support and assistance as needed.
  
• Collaborate effectively with the Service Desk Team Lead by providing assistance and support on various tasks.
  
• Enhance IT Operations through active participation in team collaboration sessions, focusing on process improvement and increased efficiency
  

What you will bring

• Prioritisation - Demonstrate strong organisational and time management skills to prioritise and manage multiple competing demands.
  
• Efficiency - Identifies and leverages available resources and tools to complete tasks efficiently.
  
• Recognising Limitations - Approaches challenges with a solution-oriented mindset and proactively seeks assistance when facing obstacles.
  
• Accuracy - Maintains a high level of accuracy in all tasks, demonstrating thoroughness and precision in work output.
  

Experience is important, but for us the biggest measure of success is people who can live and breathe our EH Way of working. Show us what you can bring to the table, and we’ll empower you to let your talents shine.

The EH Way
The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/

In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
  
• You thrive on the flexibility (and responsibility) of a remote-first business.
  
• Our values align, and shape how you show up every day.
  
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.
  

Plus, you’ll get to enjoy a number of great perks, including:

• A generous budget for your home office.
  
• Cutting-edge tools and technology.
  
• Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year).
  
• 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package.
  
• Reward and recognition programs - because great work should be recognised and rewarded.
  
• Generous leave allowance: 24 days per annum.
  
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content).
  
• Employee Share Option Program: be an owner of Employment Hero.
  
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in 2025.
  

Are we a match?
Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

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: https://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.