SaaS Service Desk Analyst — Application Support (Remote)

THOMAX; Remote; GBP 30,000 - 40,000; Full time

Job summary

A growing software development company is seeking an experienced Service Desk Analyst to provide application support remotely. The ideal candidate will have at least 2 years of experience in a SaaS environment and skills in stakeholder management, ticket management, and communication. The role involves working closely with clients and internal teams to ensure high-quality technical support. Candidates must have the right to work in England.

Benefits

Rapid career development

Company bonus / incentive

Parental leave benefits

Employee referral bonus

Access to wellbeing support services

Qualifications

• Minimum 2 years experience as a Service Desk Analyst in SaaS application environment.
• Experience in software industry, preferably business systems vendor.
• Understanding of JSON and XML data formats.
• Basic understanding of networks and networking.
• Experience with service desk management tools (Zendesk or ServiceNow).

Responsibilities

• Support multiple client engagements simultaneously.
• Manage tickets, track and resolve customer issues.
• Collaborate with global support team members.
• Evaluate and provide technical support for incoming requests.
• Work towards achieving KPIs based on personal utilisation.

Skills

Team player

Problem-solving

Written and verbal communication

Customer service

Stakeholder management

Education

Degree in computer science or related field

Tools

Service desk management tools like Zendesk

Jira

MS Excel

O365

MS SharePoint

Job description

A growing software development company is seeking an experienced Service Desk Analyst to provide application support remotely. The ideal candidate will have at least 2 years of experience in a SaaS environment and skills in stakeholder management, ticket management, and communication. The role involves working closely with clients and internal teams to ensure high-quality technical support. Candidates must have the right to work in England.