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 LeaveRapid career development and ongoing learning opportunitiesParental leave benefitsCompany bonus/incentiveEmployee referral bonusVolunteer paid time off to make an impact outsideAccess to wellbeing and safety support services including "Employee Assistance Program"On your first day, you should be able to:Support multiple client engagements simultaneouslyManage tickets – track, assign and resolve customer issues within agreed SLA times and create/update support documentationCollaborate with other support team members globallyInteract with customers directly and deliver on timeEvaluate, prioritise and provide technical support for incoming requests made via telephone, email and user request portalsCreate, update, follow-up and close out service requests in accordance with published SLAsUse judgement to determine when to escalade calls and high-impact incidents and follow up to ensure resolutionPlay an active role in the support space and work closely with the Service Desk Lead and other Service Desk Analysts in the companyWork closely with internal teams (Development, Professional Services and IT Infrastructure) to ensure end-to-end delivery of resolution to customer issuesWork actively towards achieving KPIs based on personal utilisation, project delivery and revenue targetsQualificationsMinimum 2 years of experience as a Service Desk Analyst in a SaaS application environmentMinimum 2 years of experience in the software industry, preferably working for a business systems vendor in spaces such as WMS, CRM, POS or ERPUnderstanding of data interchange formats such as JSON and XML; proficient in MS ExcelBasic understanding of networks and networkingExperience with service desk management tools (Zendesk, ServiceNow or similar)Experience working with O365, Jira and MS SharePointThe suitable candidateIs a team player who can effectively work autonomouslyManages stakeholders effectively and provides exceptional customer serviceIs self-motivated and results-orientedHas effective written and verbal communication skills, including ability to influence and negotiate, and great presentation skillsCan facilitate and resolve conflict with diplomacyHas excellent analytical and problem-solving skillsDemonstrates flexibility and a willingness to contribute additional hours as needed to support business operationsIt would be great, but not mandatory if you hadWarehousing, Freight & Logistics experienceAdvanced SQL knowledgeExperience working with handheld RF scanners (particularly Android-based) and Barcode ScannersExperience working with Thermal, Laser & Belt PrintersCurrent IT service management certification (e.g., ITIL Foundation v4) or willingness to obtain within 6 monthsDegree in computer science or related fieldWorking ConditionsOccasional 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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