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

Our team is looking for a talented, motivated, and high-performing IT Service Desk Analyst to join our progressing team. You are expected to support our Corporate Users from all Dayforce Offices in Asia Pacific and the global Dayforce community. We are embarking on an exciting period of growth within the IT group and this role will form an integral part of our Team’s success. The ideal candidate for this position will be a reliable and adept Analyst who is eager to break down large, technical problems and solve them systematically with a proven record of accomplishment of successful solutions. Strong verbal and written communication skills are important, as this role will be required to work with and support other teams across the Dayforce business. This role reports to the IT Associate Manager.

What you’ll get to do

• Responsible for the day-to-day management of Service Request raised by All Dayforce Staff.
• Provide support for various tools and applications including but not limited to O365, Microsoft Authenticator, AWS, Avaya Telephony, Microsoft Teams, ETC.
• Responsible for case management and that resolution is provided within defined timeframe.
• Act as the first point of contact for customers seeking technical assistance over the Phone, Email and Chat
• Installing and configuring software, systems, networks, printers, and scanners
• Ensure application user accounts are configured correctly including additions, deletions of application-level access
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Ability to identify and route the unresolved issues to the next level of support
• Ensure that every case is logged/recorded in the ticketing tool
• Good understanding of computer systems, mobile devices, and other tech products
• Pass on any feedback or suggestions by customers to the appropriate internal team/management

Skills and Experience we Value

• 3+ years’ experience in a similar role
• Windows desktop and MAC operating systems skillset
• Knowledgeable with Active Directory, Multi-Factor Authenticator, Single Sign-On Applications, Cisco and FortiClient VPN and Amazon Workspace (AWS)
• Knowledgeable in Office365 and Azure Administrative Portal
• Network and Server based application knowledge
• Desktop applications support experience
• Knowledge in Service Now ticketing system as a Fulfiller
• IT Industry Qualifications – Microsoft Operating systems, Office products, General Knowledge on Laptop Troubleshooting, ChatGPT
• Customer Service Focused
• Self-aware, Self-regulating, Self-starter
• Highly adaptable
• Flexible with working hours, Willing to work on rotating 24/7 shift schedules

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 @dayforce.com 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: https://www.dayforce.com/be-aware-of-recruiting-fraud

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