Service Desk Analyst - Application Support

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

Job summary

A rapidly growing SaaS company in England is looking for a Service Desk Analyst - Application Support to join their remote team. The ideal candidate will have a minimum of 2 years' experience in a SaaS environment, excellent customer service skills, and proficiency in MS Excel. Responsibilities include supporting clients, managing tickets, and collaborating with global teams to provide top-tier service. This role offers opportunities for career development and benefits including company bonuses and support services.

Benefits

Rapid career development

Company bonus / incentive

Parental leave benefits

Employee referral bonus

Wellbeing and safety support services

Qualifications

• Minimum 2 years of experience as a Service Desk Analyst in a SaaS application environment.
• Proficient in MS Excel and understanding of data interchange formats like JSON and XML.
• Experience with service desk management tools such as Zendesk or ServiceNow.

Responsibilities

• Support multiple client engagements simultaneously and manage tickets.
• Collaborate globally with other support team members and interact with customers.
• Evaluate, prioritize, and provide technical support for incoming requests.

Skills

Experience as a Service Desk Analyst

Customer Service Skills

Analytical and Problem-solving Skills

Written and Verbal Communication

Education

Degree in computer science or related field

Tools

Zendesk

ServiceNow

O365

Jira

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