Service Desk Analyst – L2/L3 Application Support

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?

• Competitive salary
• 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

Essential Requirements

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

Desirable Experience

• 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!