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For Companies At a Glance
- Tasks: Support clients by managing tickets and resolving issues in a fast-paced environment.
- Company: Join Thomax, a global leader in supply chain technology with a vibrant culture.
- Benefits: Enjoy rapid career growth, bonuses, and wellbeing support from day one.
- Other info: Work remotely and collaborate with teams across the globe for exciting projects.
- Why this job: Be part of a global success story while making a real impact on client satisfaction.
- Qualifications: 2+ years in SaaS application support and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
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 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 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 provides 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
- 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.
Service Desk Analyst - Application Support in England employer: THOMAX
Contact Detail:
THOMAX Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Application Support in England
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Thomax on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk roles. We should also be ready to discuss our experience with ticket management and customer interactions, as these are key in this role.
✨Tip Number 3
Show off our problem-solving skills! During interviews, we can share specific examples of how we've tackled technical issues in the past. This will demonstrate our analytical abilities and fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our application to highlight our relevant experience directly related to the job description.
We think you need these skills to ace Service Desk Analyst - Application Support in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience in SaaS environments and any relevant technical skills, like your knowledge of JSON and XML. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about joining Thomax and how you can contribute to our global success. Be sure to mention your customer service skills and any experience working with support teams.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate their analytical and problem-solving abilities, especially in a fast-paced environment like ours!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on being part of the Thomax team!
How to prepare for a job interview at THOMAX
✨Know Your Stuff
Make sure you brush up on your knowledge of SaaS applications and the specific technologies mentioned in the job description, like JSON, XML, and service desk tools. Being able to discuss these confidently will show that you're not just a good fit, but that you’re genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers, as this will help you articulate your thought process clearly.
✨Demonstrate Team Spirit
Since this role involves collaborating with various teams globally, be ready to discuss how you’ve worked effectively in a team setting before. Highlight any experiences where you’ve had to manage stakeholders or resolve conflicts diplomatically.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company culture, the team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.