Job Description

Service Desk Analyst - Application Support

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THOMAX, Perth, Western Australia, Australia

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The Company

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Join our industry-leading team in the fast-moving supply chain technology space, with clients across the globe!

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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 chance to be a part of a global success story.

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Benefits

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- Up to 6 weeks of Annual Leave
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- Rapid career development and ongoing learning opportunities
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- Company bonus/incentive
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- Parental leave benefits
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- Employee referral bonus
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- Volunteer paid time off to make an impact outside
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- Access to wellbeing and safety support services including "Employee Assistance Program"
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Responsibilities and Qualifications

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- Support multiple client engagements simultaneously
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- Ticket Management; track, assign, and resolve customer issues with agreed SLA Times and create/update support Documentation
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- Collaborate with other support team members globally
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- Interact with customers directly and deliver on time
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- Evaluate, prioritise, and provide technical support for incoming requests made via telephone, email and through user request portals
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- Create, update, follow‐up, and close out service requests in accordance with published SLAs
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- Use judgement to determine when escalating calls and high impact incidents is required and follow up to ensure resolution
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- Play an active role in the support space and work closely with the Service Desk Lead and other Service Desk Analysts in the company
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- Work closely with other internal teams (Development, Professional Services and IT Infrastructure) to ensure end‐to‐end delivery of resolution to customer issues
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- Work actively towards achieving KPIs based on personal utilisation,



project delivery and revenue targets
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- Minimum 2 years of experience as a Service Desk Analyst in SaaS application environment
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- 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
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- Understanding of data interchange formats such as JSON and XML; proficient in MS Excel
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- Basic understanding of networks and networking
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- Experience with following Data Flows and Structures, ability to trend and report on incidents
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- Experience with service desk management tools (Zendesk, ServiceNow or similar)
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- Experience working with O365, Jira and MS SharePoint
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The Suitable Candidate

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- Is a team player who can effectively work autonomously
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- Manages stakeholders effectively and provides exceptional customer service
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- Is self‐motivated and result‐oriented
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- Has effective written and verbal communication skills, including ability to influence and negotiate, and great presentation skills
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- Can facilitate and resolve conflict with diplomacy
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- Has excellent analytical and problem‐solving skills
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- Demonstrates flexibility and a willingness to contribute additional hours as needed to support business operations
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Additional Skills (Nice to Have)

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- Warehousing, Freight & Logistics experience
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- Advanced SQL knowledge
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- Experience working with handheld RF scanners (particularly Android‐based) and Barcode Scanners
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- Experience working with Thermal, Laser & Belt Printers
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- Current IT service management certification (e.g., ITIL Foundation v4) or willingness to obtain within 6 months
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- Degree in computer science or related field
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Working Conditions

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- Successful applicant will need to provide a satisfactory national police check
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- Candidates must have the right to work in Australia
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Seniority level

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Associate

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Employment type

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Full‐time

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Job function

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Customer Service, Analyst, and Information Technology

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Industries

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Transportation, Logistics, Supply Chain and Storage, and Software Development

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📌 Service Desk Analyst - Application Support (Perth)
🏢 Thomax
📍 Perth