Service Desk Analyst - Application Support

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

Thomax is a rapidly growing developer of SaaS cloud-based supply chain software

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.

We are actively seeking an experienced Service Desk Analyst - Application Support in England to work remotely from home, 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?

• Rapid career development and ongoing learning opportunities
• Company bonus / incentive
• Parental leave benefits
• Employee referral bonus
• Access to wellbeing and safety support services including "Employee Assistance Program"

On 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 Requirements

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

It would be great, but not mandatory if you had

• 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 England