Support Analyst - Johannesburg
MAMSoftware
"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." inspHire is a market leader in the development and provision of rental industry software 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 12am on a rota basis Key Responsibilities: Your responsibilities include but are not exclusive to: 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 customer's experience Ensure all cases are progressed in line with InspHire SLA's. 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: Essential 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 Desirable Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Appreciation for all products and services in the inspHire offering Company Info 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.
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