Helpdesk Analyst role provides 1st line business-to-business software application support
Working in a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
Communicating via multiple media phone, e-mail, chat
Creating documentation and delivering customer training where required
Hybrid role 40% home and 60% office based, potential for limited travel to customer sites
Covering support hours between 8am and 10pm on a rota basis
Key Responsibilities
- Deliver a first-class service to our customers
- Answer questions and troubleshoot issues quickly and efficiently.
- Provision of high-quality updates to customers on a regular basis.
- Correctly set the customers expectations.
- Deliver on promises
- Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
- Proactive management of assigned cases
- Maintain excellent quality of cases with detailed notes
- Always display a positive and can-do attitude
- Identify solutions and preventative measures to improve the customers experience
- Ensure all cases are progressed in line with InspHire SLAs.
- Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
- Be curious to change, evolve and develop in ways that help us better serve our customers.
Key Requirements:
- Good IT skills with demonstrable experience in a similar IT support role
- Knowledge of Microsoft Operating Systems (Server and Desktop Editions)
- Intermediate knowledge of Microsoft SQL database structures
- Experience of supporting applications with MS SQL databases, including script/query writing
- Knowledge of ERP or business IT systems
- Always display a customer first" attitude
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Ability to troubleshoot and strive for first time resolution of issues.
- Consistently produce high quality and detailed work
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Appreciation for all products and services in the inspHire offering
inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry wherever they are in the world.
With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products.
Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work.
Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
If this role is of interest to you please apply online.
To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.
