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- Tasks: Provide technical support for WMS and TMS applications, resolving complex issues.
- Company: Thomax, a global leader in SaaS supply chain technology.
- Benefits: Remote work, company bonuses, career development, and wellbeing support.
- Why this job: Join a dynamic team and make a real impact in global logistics.
- Qualifications: 3-4 years in SaaS support, strong SQL skills, and customer-focused mindset.
- Other info: Opportunity for rapid career growth in a collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
Join our industry-leading team in the fast-moving supply chain technology space, with clients across the globe! The Company Thomax is a global developer of SaaS cloud-based supply chain software, with 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 UK, US, Canada, Singapore and New Zealand. We support mission-critical Warehouse Management Systems (WMS) and Transportation Management Systems (TMS) for customers worldwide.
We are seeking an experienced Service Desk Analyst – L2/L3 Application Support based in the UK, working remotely from home, to join our global Service Desk team. This role reports to the Service Desk Manager and collaborates with customers, product development, and professional services across multiple time zones.
What We Offer:
- Company bonus/incentive scheme
- Remote working arrangement
- Employee referral bonus programme
- Employee assistance programme and wellbeing support
- Rapid career development and ongoing learning opportunities
The Role:
You will provide technical support for live WMS and TMS applications running 24/7 in operational warehouses and logistics facilities. This involves investigating complex issues using SQL, troubleshooting API integrations, analysing data flows, and coordinating escalations to development or professional services teams when required. You will own ticket outcomes from initial contact through to resolution, proactively managing customer expectations and driving issues to closure even when multiple teams are involved.
Key Responsibilities:
- Resolve technical support requests via phone, email, and ticketing portal within published SLA targets
- Investigate and diagnose application issues using SQL queries against production databases
- Troubleshoot API integrations, and carrier connectivity issues
- Analyse JSON and XML data structures to identify integration failures or data inconsistencies
- Perform root cause analysis and document findings for escalation to development or consultants
- Configure system settings and workflows based on customer requirements
- Proactively communicate with customers throughout issue resolution, setting clear expectations on timing and next steps
- Create and maintain technical documentation, and knowledge base articles
- Collaborate with global service desk team members on complex or cross-regional issues
- Participate in handover processes to ensure continuous support coverage
- Identify opportunities to improve customer satisfaction through better processes, documentation, or proactive support
Technical Skills:
- 3-4 years’ experience supporting SaaS applications in a technical or application support role
- Hands-on experience supporting WMS and/or TMS platforms in operational warehouse or logistics environments
- Intermediate to advanced SQL skills including complex queries, joins and subqueries for data investigation and troubleshooting
- Experience supporting API integrations and investigating system-to-system data exchange
- Strong understanding of JSON and XML data formats
- Proficiency in Microsoft Excel for data analysis and reporting
- Experience with service desk platforms such as Zendesk, ServiceNow, or similar
- Understanding of basic networking concepts including connectivity, ports, and firewall configuration
- Demonstrated ability to analyse data flows, identify patterns, and report on incidents
Customer Focus and Soft Skills:
- Strong customer service orientation with focus on achieving positive outcomes
- Excellent written and verbal communication skills with ability to explain technical concepts to non-technical audiences
- Ownership mentality - takes responsibility for issues through to resolution regardless of complexity or team boundaries
- Proactive communication style - keeps customers informed without requiring prompting
- Strong stakeholder management skills with ability to manage expectations during complex or prolonged incidents
- Ability to remain calm and professional under pressure, particularly during business-critical incidents
- Self-motivated with ability to work autonomously and prioritise competing demands
- Flexibility to occasionally work outside core hours to support business-critical issues
- Support experience with handheld RF scanners (particularly Android-based) and barcode scanning devices
- Background in warehousing, freight, or logistics operations
- Familiarity with printer gateway systems and thermal/laser printer troubleshooting
- Experience with EDI, WCS integrations, or carrier API connectivity
- ITIL Foundation v4 certification or willingness to obtain within 6 months
- Degree in computer science, information systems, or related field
Successful applicant should provide a satisfactory national police check!
Service Desk Analyst – L2/L3 Application Support employer: THOMAX
Contact Detail:
THOMAX Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst – L2/L3 Application Support
✨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 application support. We recommend role-playing with a friend to get comfortable explaining your technical skills and experiences.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex issues in the past, especially with SQL or API integrations. This will demonstrate your hands-on experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst – L2/L3 Application Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with SaaS applications, SQL skills, and any relevant support roles you've had. 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 this role and how your skills can help us at Thomax. Don't forget to mention your customer service orientation and problem-solving abilities.
Show Off Your Technical Skills: In your application, be sure to showcase your technical skills, especially with SQL, API integrations, and data analysis. We love candidates who can demonstrate their hands-on experience with WMS and TMS platforms!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at THOMAX
✨Know Your Tech Inside Out
Make sure you brush up on your SQL skills and understand how to troubleshoot API integrations. Be ready to discuss specific examples of how you've resolved complex issues in the past, especially related to WMS and TMS applications.
✨Show Off Your Customer Service Skills
Prepare to share stories that highlight your strong customer service orientation. Think about times when you went above and beyond to manage customer expectations or resolve issues, especially under pressure.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in simple terms. You might be asked to describe how you would approach a problem to a non-technical audience, so clarity is key. Use examples from your experience to illustrate your points.
✨Demonstrate Your Proactive Approach
Be ready to discuss how you've taken ownership of issues and driven them to resolution. Highlight any processes you've improved or proactive support measures you've implemented to enhance customer satisfaction.