Service Desk Analyst

2 weeks ago

Birmingham UK, West Midlands, United Kingdom THOMAX Full time

The Company

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 who can join our global Service Desk team to provide top tier service to our clients. This role will be working from home and reports into the Service Desk Lead, and would work very closely with our customers, product development and Implementation teams across the globe.

You are required to be based in Birmingham Area.


Why us?

As part of the Thomax team you will enjoy the following benefits:

  • Career development and learning opportunities
  • Company bonus/incentive
  • Flexible working arrangements
  • Access to wellbeing and safety support services


On your first day, you should be able to:

  • Support multiple client engagements simultaneously,
  • Responsible for resolving all support tickets received from customers within the agreed SLA times and creating and updating 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,
  • 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, Delivery 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 experience as a Service Desk Analyst in SaaS environment
  • Minimum 2 years experience in the software industry, preferably working for a business systems vendor in spaces such as CRM, POS or ERP
  • Advanced SQL knowledge
  • Degree in computer science or related field
  • Understanding of JSON, XML, HTML
  • Proficient in MS Excel
  • Experience working with handheld RF scanners (particularly Android-based) and Barcode Scanners
  • Basic understanding of networks and networking
  • Experience with following Data Flows and Structures
  • Experience working with Jira and Confluence
  • Experience working with Thermal, Laser & Belt Printers
  • Good understanding of industry best practices and experience on SDLC, software design patterns.


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, and
  • Has excellent analytical and problem-solving skills


It would be great, but not mandatory if you had

  • Warehousing, Freight & Logistics experience
  • ITIL V3 certified


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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