Senior Support Specialist

1 week ago

Sydney, New South Wales, Australia beBeeTechnical Full time $80,000 - $100,000
Service Desk Specialist

Thomax is a developer of cloud-based supply chain software, powering parcel movements across various sectors and businesses. We have subsidiaries in Australia, United Kingdom, United States, Canada, Singapore, and New Zealand.

Our company has a rapidly growing industry-leading team in the fast-moving supply chain technology space, with clients worldwide.

We are seeking an experienced Service Desk Analyst to join our global Service Desk team in Sydney, providing top-tier service to our clients. This role reports into the Service Desk Manager and collaborates closely with our Customers, Service Desk, Product Development, and Professional Services teams.

This opportunity offers:

  • Up to 6 weeks of annual leave
  • Rapid career development and ongoing learning opportunities
  • Company bonus/incentive
  • Employee referral bonus
  • Volunteer paid time off for community involvement
  • Access to wellbeing and safety support services
  • Free on-site parking

The ideal candidate should be able to:

  • Support multiple client engagements simultaneously,
  • Ticket management, tracking, assigning, and resolving customer issues with agreed SLA times and creating/update support documentation,
  • Collaborate with other support team members globally,
  • Interact with customers directly and deliver results,
  • Evaluate, prioritize, and provide technical support for incoming requests via telephone, email, and user request portals,
  • Create, update, follow-up, and close out service requests according to published SLAs,
  • Determine when escalating calls and high-impact incidents are 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,
  • Work closely with internal teams (Development, Professional Services, and IT Infrastructure) for end-to-end resolution delivery to customers,
  • Work towards achieving KPIs based on personal utilization, project delivery, and revenue targets.
  • Minimum 2 years of experience as a Service Desk Analyst in SaaS application environments,
  • Minimum 2 years of experience in the software industry, preferably in business systems vendors like 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 following data flows and structures, trending, and reporting on incidents,
  • Experience with service desk management tools (Zendesk, ServiceNow, or similar),
  • Experience working with O365, Jira, and MS SharePoint,

The suitable candidate will possess excellent communication skills, self-motivation, analytical abilities, and flexibility to adapt to changing priorities.

Required qualifications include minimum 2 years of experience as a Service Desk Analyst in SaaS application environments and knowledge of data interchange formats.

Preferred qualifications include experience with service desk management tools, working with O365, Jira, and MS SharePoint, and basic understanding of networks and networking.

The role involves occasional local and international travel and requires a satisfactory national police check and eligibility to work in Australia.

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