Join our industry-leading team in the fast-moving supply chain technology space, with clients across the globe
Thomax is a rapidly growing developer of SaaS cloud-based supply chain software, with our technology powering millions of parcel movements each year across a wide range of sectors and businesses. Originally founded in Australia, Thomax now has subsidiaries in the United Kingdom, United States, Canada, Singapore, and New Zealand. This is your opportunity to be a part of a global success story.
We are actively seeking an experienced Service Desk Analyst – Application Support in Perth who can join our global Service Desk team to provide top-tier service to our clients. This role is remote (work from home) but the successful applicant needs to live in Perth. The role reports to the Service Desk Manager and works closely with Customers, Service Desk, Product Development and Professional Services teams across the globe.
Why us?
As part of the Thomax team you will enjoy the following benefits :
Up to 6 weeks of Annual Leave
Rapid career development and ongoing learning opportunities
Parental leave benefitsCompany bonus / incentive
Employee referral bonus
Volunteer paid time off to make an impact outside
Access to wellbeing and safety support services including "Employee Assistance Program"
On your first day, you should be able to :
Support multiple client engagements simultaneously
Manage tickets – track, assign and resolve customer issues within agreed SLA times and create / update support documentation
Collaborate with other support team members globally
Interact with customers directly and deliver on time
Evaluate, prioritise and provide technical support for incoming requests made via telephone, email and user request portals
Create, update, follow-up and close out service requests in accordance with published SLAs
Use judgement to determine when to escalade calls and high-impact incidents and follow up to ensure resolution
Play an active role in the support space and work closely with the Service Desk Lead and other Service Desk Analysts in the company
Work closely with internal teams (Development, Professional Services and IT Infrastructure) to ensure end-to-end delivery of resolution to customer issues
Work actively towards achieving KPIs based on personal utilisation, project delivery and revenue targets
Qualifications
Minimum 2 years of experience as a Service Desk Analyst in a SaaS application environment
Minimum 2 years of experience in the software industry, preferably working for a business systems vendor in spaces such as WMS, CRM, POS or ERP
Understanding of data interchange formats such as JSON and XML; proficient in MS Excel
Basic understanding of networks and networking
Experience with service desk management tools (Zendesk, ServiceNow or similar)
Experience working with O365, Jira and MS SharePoint
The suitable candidate
Is a team player who can effectively work autonomously
Manages stakeholders effectively and provides exceptional customer service
Is self-motivated and results-oriented
Has effective written and verbal communication skills, including ability to influence and negotiate, and great presentation skills
Can facilitate and resolve conflict with diplomacy
Has excellent analytical and problem-solving skills
Demonstrates flexibility and a willingness to contribute additional hours as needed to support business operations
It would be great, but not mandatory if you had
Warehousing, Freight & Logistics experience
Additional skills
Advanced SQL knowledge
Experience working with handheld RF scanners (particularly Android-based) and Barcode Scanners
Other equipment experience
Experience working with Thermal, Laser & Belt Printers
Other qualifications
Current IT service management certification (e.g., ITIL Foundation v4) or willingness to obtain within 6 months
Degree in computer science or related field
Working Conditions
Occasional local and international travel might be required; successful applicant will need to provide a satisfactory national police check; candidates must have the right to work in Australia.
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