Service Desk Analyst Application Support (Remote) Service Desk Analyst Application Support | THOMAX TECHNOLOGY | Australia
The Company
Thomax is a leading developer of cloud software for logistics clients both within Australia and internationally, with our technology powering millions of parcel movements annually across a wide range of sectors and businesses.
We are rapidly growing and seeking to fill 10 important roles as soon as possible – don't miss your chance to be part of the future.
We are actively seeking an experienced Service Desk Analyst for application support in Perth who can hit the ground running to take the lead in supporting our customers across the globe.
This role will be working from home in Perth and report into the Service Desk Lead in Sydney, and would work very closely with our customers, product development, and implementation teams, geographically dispersed across states and international borders.
Why us?
Up to 6 weeks of Annual Leave Rapid career development and ongoing learning opportunities Company bonus/incentive Employee referral scheme Flexible/hybrid working arrangements Volunteer paid time off to make an impact outside Access to wellbeing and safety support services On your first day, you should be able to:
Support multiple client engagements simultaneously and be willing to take on additional responsibilities.
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 to escalate calls and high-impact incidents and follow up to ensure resolution.
Be the on-call escalation contact for after-hours support for high-impact incident triage.
Play an active role in the support space and work closely with the Service Desk Lead and other Solutions Architects in the company.
Work closely with other internal teams (Development, Delivery, and IT Infrastructure) to ensure end-to-end delivery of customer issues.
Follow Thomax Service Desk processes rigorously and ensure adherence.
Express the intricacies of both a problem and solution with ease.
Work actively towards achieving KPIs based on personal utilization, project delivery, and revenue targets.
Be willing to be on call and support critical data issues that arise outside of office hours.
Minimum Requirements
Minimum of 2 years of experience as a Service Desk Analyst in a SaaS environment.
Minimum of 2 years of experience in the software industry, preferably working for CRM, POS, or ERP vendor.
Degree in computer science or related field.
Understanding of JSON, XML, HTML & SQL.
Proficient in MS Excel (VBA would be a bonus).
Experience working with handheld RF scanners (WinCE, Android, IOS) and Barcode Scanners.
Basic understanding of networks and networking (experience with Mikrotik devices would be a bonus).
Experience following Data Flows and Structures.
Experience working with Jira and Confluence, and writing basic SQL queries.
Experience working with Thermal, Laser & Belt Printers.
Good understanding of industry best practices and experience on SDLC, software design patterns.
Willing to take on the occasional early shift or late finish.
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.
Previous experience with various SDLC methodologies, such as Agile, Waterfall.
ITIL V3 certified.
Working Conditions
Occasional interstate and international travel might be required on short notice.
Successful applicants should provide a satisfactory national police check.
When applying, state you found this job on Pangian.com Remote Network.
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