Service Desk Analyst - Application Support

The CompanyJoin 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 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 our Sydney office located in Pymble, who can join our global Service Desk team to provide top-tier service to our clients. This role reports into the Service Desk Manager and would work very closely with our 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 opportunitiesCompany bonus/incentiveParental leave benefitsEmployee referral bonusVolunteer paid time off to make an impact outsideAccess to wellbeing and safety support services including "Employee Assistance Program"Free on-site parkingOn your first day, you should be able to:Support multiple client engagements simultaneously,Ticket Management, ability to track, assign and resolve customer issues with 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 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,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 other 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.Minimum RequirementsMinimum 2 years of experience as a Service Desk Analyst in 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 following Data Flows and Structures, ability to trend and report on incidentsExperience 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 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, andDemonstrates flexibility and a willingness to contribute additional hours as needed to support business operations.It 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 field.Working ConditionsSuccessful applicant will need to provide a satisfactory national police checkCandidates must have the right to work in Australia.