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 benefits
- 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 workplace
- 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

📌 Service Desk Analyst (Australia)
🏢 Thomax
📍 Australia