Service Desk Analyst - Application Support THOMAX, Perth, Western Australia, Australia

The Company 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 United Kingdom, United States, Canada, Singapore, and New Zealand. This is your opportunity to be a part of a global success story.

Benefits

Up to 6 weeks of Annual Leave

Rapid career development and ongoing learning opportunities

Company bonus/incentive

Parental leave advantages

Employee referral bonus

Volunteer paid time off to make an impact outside

Access to wellbeing and safety support services including "Employee Assistance Program"

Responsibilities and Qualifications

Support multiple client engagements simultaneously

Ticket Management; 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

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 2 years of experience as a Service Desk Analyst in 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 following Data Flows and Structures, ability to trend and report on incidents

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 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

Demonstrates flexibility and a willingness to contribute additional hours as needed to support business operations

Additional Skills (Nice to Have)

Warehousing, Freight & Logistics experience

Advanced SQL knowledge

Experience working with handheld RF scanners (particularly Android‑based) and Barcode Scanners

Experience working with Thermal, Laser & Belt Printers

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

Successful applicant will need to provide a satisfactory national police check

Candidates must have the right to work in Australia

Seniority level Associate

Employment type Full‑time

Job function Customer Service, Analyst, and Information Technology

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

📌 Service Desk Analyst (Perth)
🏢 Thomax
📍 Perth