Service Desk Analyst

The Company

Thomax is a leading developer of cloud software for logistics clients both within Australia and internationally with our technology powering millions of parcel movements annually across a wide range of sectors and businesses. We are rapidly growing local success story, seeking to fill 10 important roles as soon as possible – don’t miss your chance to be part of the future.

We are actively seeking an experienced Service Desk Analyst in Perth who can hit the ground running to take the lead in supporting our customers across the globe. This role will be working from home and report into the Service Desk Lead in Sydney, and would work very closely with our customers, product development and Implementation teams, geographically dispersed across Interprovincial and international borders. 

Why us?

As part of Thomax team you will enjoy the following perks & benefits:

• Up to 6 weeks of Annual Leave
• Rapid career development and ongoing learning opportunities
• Company bonus/incentive
• Employee referral scheme
• Flexible/ hybrid working arrangements
• Volunteer paid time off to make an impact outside
• Access to wellbeing and safety support services

On your first day, you should be able to:

• Support multiple client engagements simultaneously and willingness to take on additional responsibilities.
• Responsible for resolving all support tickets received from customers within the agreed SLA times and creating and updating support documentations
• Collaborate with other support teams present globally
• Interact with customers directly and deliver on time
• Evaluate, prioritize, and provide technical support for incoming requests made via telephone, email and through user request portals
• Create, update, follow-up, and close out service requests in accordance with published SLAs
• Ability to use judgement to determine when escalating calls and high impact incidents is required and follow up to ensure resolution
• On-call escalation contact for Afterhours support for high impact incident triage.
• Play an active role in the support space and work closely with the Service Desk Lead and other Solutions Architects in the company.
• Work closely with other internal teams (Development, Delivery and IT Infrastructure) to ensure end-to-end delivery of customer issues.
• Follow Thomax Service Desk processes rigorously and ensure adherence.
• Able to express the intricacies of both a problem and solution with ease.
• Work actively towards achieving KPIs based on personal utilisation, project delivery and revenue targets.
• Willingness to be on call and support critical data issues that arise outside of office hours.

Minimum Requirements

• Minimum of 2 years of experience as a Service Desk Analyst in SaaS environment
• Minimum of 2 years of experience in the software industry, preferably working for CRM, POS or ERP vendor
• Degree in computer science or related field
• Understanding of JSON, XML, HTML & SQL
• Proficient in MS Excel, (VBA would be a bonus.)
• Experience working with handheld RF scanners (WinCE, Android, IOS) and Barcode Scanners
• Basic understanding of networks and networking (experience with Mikrotik devices would be a bonus)
• Experience with following Data Flows and Structures
• Experience working with Jira and Confluence, and writing basic SQL queries
• Experience working with Thermal, Laser & Belt Printers
• Good understanding of industry best practices and experience on SDLC, software design patterns.
• Willing to take on the occasional early shift or late finish.

The Suitable Candidate

• Is a team player who can effectively work autonomously
• Manages stakeholders effectively and provide exceptional customer service
• Is self-motivated and result 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

It would be great, but not mandatory if you had

• Warehousing, Freight & Logistics experience
• Previous experience with various SDLC methodologies, such as Agile, Waterfall
• ITIL V3 certified

Working Conditions

• Occasional interstate and international travel might be required on short notice.

Successful applicant should provide a satisfactory national police check.