Thomax Technology Pty | Service Desk Analyst

5 days ago


Singapore Thomax Technology Pty Full time

Service Desk Analyst - Application Support
Help Desk & IT Support (Information & Communication Technology)
Full time
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 the 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 our Sydney office in Pymble who can join our global Service Desk team to provide top-tier service to our clients. This role reports into the Service Desk Lead and would work very closely with our customers, product development, and implementation teams across the globe.
Why us?
Up to 6 weeks of Annual Leave
Rapid career development and ongoing learning opportunities
Company bonus/incentive
Employee referral bonus
Volunteer paid time off to make an impact outside
Access to wellbeing and safety support services including “Employee Assistance Program”
Free on-site parking
On your first day, you should be able to:
Support multiple client engagements simultaneously.
Resolve all support tickets received from customers within the agreed SLA times and create and update support documentation.
Collaborate with other support teams present globally.
Interact with customers directly and deliver on time.
Evaluate, prioritize, 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, Delivery, and IT Infrastructure) to ensure end-to-end delivery of resolution to customer issues.
Work actively towards achieving KPIs based on personal utilization, project delivery, and revenue targets.
Minimum Requirements:
Minimum 2 years of experience as a Service Desk Analyst in a SaaS environment.
Minimum 2 years of experience in the software industry, preferably working for a business systems vendor in spaces such as 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.
Experience working with Jira and Confluence.
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 the ability to influence and negotiate, and great presentation skills.
Can facilitate and resolve conflict with diplomacy.
Has excellent analytical and problem-solving skills.
It would be great, but not mandatory if you had:
Warehousing, Freight & Logistics experience.
ITIL V3 certified.
Experience working with handheld RF scanners (particularly Android-based) and Barcode Scanners.
Experience working with Thermal, Laser & Belt Printers.
Advanced SQL knowledge.
Degree in computer science or related field.
Working Conditions:
Occasional local and international travel might be required.
Successful applicant will need to provide a satisfactory national police check.
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