Service Desk Analyst

Service Desk Analyst – Application Support 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. Our Sydney office is located in Pymble. We are actively seeking an experienced Service Desk Analyst – Application Support to join our global Service Desk team and provide top‑tier service to our clients. This role reports to the Service Desk Manager and works closely with Customers, Service Desk, Product Development and Professional Services teams across the globe. 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 Free on‑site parking Responsibilities 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 directly with customers and deliver on time Evaluate, prioritise and provide technical support for incoming requests made via telephone, email and user request portals Create, update, follow‑up and close out service requests in accordance with published SLAs Use judgement to determine when to escal*ate calls and high‑impact incidents, 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 Development, Professional Services and IT Infrastructure teams 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 Qualifications Minimum 2 years of experience as a Service Desk Analyst in a SaaS application environment Minimum 2 years of experience in the software industry, preferably with a business systems vendor in WMS, CRM, POS or ERP spaces Understanding of data interchange formats such as JSON and XML Proficient in MS Excel Basic understanding of networks and networking Experience with 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 Ideal Candidate Team player who can work autonomously Manages stakeholders effectively and delivers exceptional customer service Self‑motivated and result oriented Effective written and verbal communication skills, including ability to influence, negotiate and great presentation skills Can facilitate and resolve conflict with diplomacy Excellent analytical and problem‑solving skills Demonstrates flexibility and willingness to contribute additional hours as needed to support business operations Nice to Have Warehousing, Freight & Logistics experience Advanced SQL knowledge Experience working with handheld RF scanners (particularly Android‑based) and barcode scanners Experience with thermal, laser and 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 Employment Information Seniority level: Associate Employment type: Full‑time Location: Sydney, New South Wales, Australia Salary: $86,525.00 – $101,000.00 per annum #J-18808-Ljbffr