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- Tasks: Support clients by managing service requests and resolving issues in a fast-paced environment.
- Company: Join Thomax, a leading SaaS developer in supply chain technology with global reach.
- Benefits: Enjoy competitive salary, bonuses, remote work, and wellness support.
- Why this job: Be part of a global success story and make a real impact in tech.
- Qualifications: 2+ years as a Service Desk Analyst in SaaS; strong communication and problem-solving skills.
- Other info: Dynamic team culture with rapid career growth and learning opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Thomax is a rapidly growing developer of SaaS cloud-based supply chain software. Join our industry-leading team in the fast-moving supply chain technology space, with clients across the globe! 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 Leeds employer: THOMAX
Contact Detail:
THOMAX Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - Application Support in Leeds
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to service desk roles. We recommend role-playing with a friend to get comfortable with your responses and showcase your problem-solving skills.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar.
✨Tip Number 4
Apply through our website for the best chance of landing that Service Desk Analyst gig! We love seeing candidates who are proactive and genuinely interested in joining our team.
We think you need these skills to ace Service Desk Analyst - Application Support in Leeds
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 story. 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 high-pressure situations. Let us know how you’ve made a difference!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re genuinely interested in being part of our team at Thomax!
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 software Thomax develops. Familiarise yourself with data interchange formats like JSON and XML, as well as service desk management tools like Zendesk or ServiceNow. This will show that you're not just a candidate, but someone who understands the industry.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved customer issues in a timely manner. Think about times when you had to evaluate, prioritise, and escalate incidents. Being able to articulate your thought process will demonstrate your analytical skills and ability to handle pressure.
✨Communicate Effectively
Since this role involves direct interaction with customers, practice your communication skills. Be ready to explain technical concepts in simple terms and showcase your ability to influence and negotiate. Good verbal and written communication can set you apart from other candidates.
✨Be a Team Player
Thomax values collaboration, so be prepared to discuss how you've worked effectively within a team. Share experiences where you've collaborated with different departments or resolved conflicts diplomatically. Highlighting your teamwork skills will show that you’re a good fit for their global Service Desk team.