Service Desk Analyst (Application Support)

About Us

Thomax is an Australian-founded developer of cloud-based SaaS Warehouse Management (WMS) and Transport Management (TMS) technology, powering millions of parcel movements every year. We now operate across Australia, New Zealand, the United Kingdom, Canada, and the United States. This is your chance to join a genuine global growth story, working alongside a supportive, high-performing team.

About the Role

We're looking for an experienced Service Desk Analyst (Application Support) to join our global Service Desk team from our Pymble, Sydney office. You'll deliver responsive, high-quality technical support to Thomax customers, managing the end-to-end lifecycle of support requests from triage through to resolution.

Working across multiple concurrent client engagements, you'll apply sound technical judgement to diagnose application issues, interpret data flows and system integrations, and know when to escalate to our Development, Professional Services, or Infrastructure teams.

You'll also help build our knowledge base and contribute to trend and incident reporting that drives proactive service improvement.

Key Accountabilities

• Ticket and Incident Management – Evaluate, prioritise, and respond to requests via phone, email, and customer portals; create, update, track, and close service requests within SLA.

• Application Support and Troubleshooting – Diagnose and resolve issues across our SaaS platform, including JSON/XML data interchange; investigate data flows and integrations to identify root cause and trends.

• Customer and Stakeholder Management – Support multiple client engagements with professionalism; set expectations, deliver timely updates, and resolve conflict with diplomacy.

• Escalation, Documentation and Collaboration – Work closely with Development, Professional Services, and IT Infrastructure to deliver end-to-end resolution; maintain accurate support documentation and knowledge base articles.

• Compliance and Governance – Follow Thomax policies and security requirements; escalate quality, security, or operational risks through the right channels; contribute to individual and team KPIs.

On Your First Day, You Should Be Able To:

• Support multiple client engagements simultaneously

• Manage tickets: track, assign, and resolve customer issues within agreed SLA times, and create/update support documentation

• Collaborate with support team members globally

• Interact with customers directly and deliver on time

• Evaluate, prioritise, and provide technical support for incoming requests via telephone, email, and user request portals

• Create, update, follow up, and close out service requests in accordance with published SLAs

• 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 team, working closely with the Service Desk Lead and other Analysts

• Work closely with other internal teams (Development, Professional Services and IT Infrastructure) to ensure end-to-end resolution of customer issues

• Work actively towards KPIs based on personal utilisation, project delivery, and revenue targets

Skills and Experience

Essential:

• Minimum 2 years' experience as a Service Desk Analyst in a SaaS application environment

• Minimum 2 years' experience in the software industry, ideally with a business systems vendor (WMS, CRM, POS, or ERP)

• Advanced SQL knowledge

• Understanding of data interchange formats such as JSON and XML; proficient in MS Excel

• Basic understanding of networks and networking fundamentals

• Experience following data flows and structures, with the 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

Desirable (not essential):

• Warehousing, Freight & Logistics experience

• Experience with handheld RF scanners (particularly Android-based) and barcode scanners

• Experience with thermal, laser, and belt printers

• Current ITIL Foundation v4 certification, or willingness to obtain within 6 months

• Degree in computer science or a related field

Working Conditions

• Normal business hours are generally Monday to Friday, with shift or rostered coverage to support customers across multiple time zones

• Some after-hours and weekend roster work required from time to time to meet customer needs, particularly during critical incidents, peak periods, and planned system releases

• Attendance at a Thomax office is required for onboarding, training, workshops, and team collaboration; attendance at warehouse sites is required for mandatory training and professional development

• A suitable, secure home working environment is required for remote work, including reliable internet and a private workspace for handling confidential information

• Occasional travel may be required for training or team offsites, subject to approval

• A satisfactory National Police Check is required prior to commencement, with periodic renewal where required

• Candidates must have the right to work in Australia

Benefits

• Rapid career development and ongoing learning opportunities

• Generous parental leave benefits

• Employee referral bonus

• Volunteer paid time off to make an impact outside of work

• Access to wellbeing and safety support services

• Salary packaging and novated lease provider options

Why Join Us?

You'll be part of a genuinely global team solving real problems for customers who rely on our platform to move parcels around the world every day.

We back our people with clear development pathways — toward Senior Analyst or Service Desk Lead roles, deeper technical specialisation in SQL and data integrations, or a move into Professional Services or Product Support.

If you want autonomy, variety, and a team that has your back, we'd love to hear from you.