Service Desk Specialist

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better- Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity

The IT Service Desk Analyst is responsible for delivering first-level technical support to Dayforce employees across the Asia-Pacific region and the global organization. This role ensures timely and effective resolution of IT-related incidents and service requests while maintaining high standards of customer service, professionalism, and technical expertise.

The Analyst serves as a key point of contact for end users, providing assistance with hardware, software, network, and application issues. The position also contributes to the continuous improvement of IT support processes and user experience as part of the organization's commitment to service excellence.

What you'll get to do

• Technical Support & Incident Management
• Act as the first point of contact for users requiring technical assistance via phone, email, or chat.
• Accurately log, prioritize, and manage service requests and incident tickets in the ServiceNow system.
• Diagnose and resolve technical issues related to hardware, software, operating systems, networks, printers, and mobile devices.
• Provide remote troubleshooting and determine appropriate resolutions or escalate issues to higher-level support when necessary.
• Install, configure, and maintain end-user devices and corporate software applications.
• Support enterprise platforms, including Microsoft 365, Microsoft Teams, Avaya Telephony, AWS, and authentication tools such as Microsoft Authenticator.
• Administer user accounts, ensuring proper provisioning, modification, and deactivation across systems.
• Process Adherence & Service Quality
• Ensure all issues are resolved within established Service Level Agreements (SLAs).
• Maintain detailed and accurate documentation of user interactions and resolutions in the ticketing system.
• Contribute to continuous process improvement initiatives by providing feedback and identifying recurring issues.
• Follow IT policies, procedures, and security standards to safeguard systems and data integrity.
• Collaboration & Communication
• Collaborate with other IT teams to ensure seamless escalation and problem resolution.
• Communicate clearly and professionally with end users, providing regular updates on ticket progress and resolution timelines.
• Participate in team meetings, knowledge-sharing sessions, and skill development activities to enhance service delivery.

Skills and experience we value

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of 3 years of experience in a Service Desk, IT Support, or Technical Helpdesk role.
• Proven experience supporting Windows and macOS operating systems.
• Hands-on experience with Active Directory, MFA, SSO, VPN (Cisco/FortiClient), Amazon Workspaces (AWS), and Microsoft 365 / Azure administration.
• Experience using ServiceNow or similar IT Service Management (ITSM) platforms.
• Industry certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent is an asset.
• Technical Proficiency: Strong understanding of IT infrastructure, desktop applications, and troubleshooting methodologies.
• Customer Focus: Demonstrates empathy, patience, and professionalism in all user interactions.
• Problem Solving: Analytical thinker who can assess issues, identify solutions, and implement fixes effectively.
• Communication: Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
• Adaptability: Flexible and responsive to shifting priorities and a dynamic work environment.
• Collaboration: Works effectively within a team and contributes to shared goals.
• Accountability: Takes ownership of tasks and ensures follow-through to completion.

Work Schedule

• Rotational 24/7 shift schedule, including weekends and holidays.
• May be required to provide on-call or after-hours support depending on business needs.

What's in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here:

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process