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KCS provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world.
With a unique depth of knowledge and experience in the distributive trades that stretches over 40 years, our wide range of clients includes wholesalers, d...
Job Summary:
"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 ERP software.
Senior Analyst role provides 1st and 2nd line 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 and staff training where required.
Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites.
Covering global support hours on a rota basis, including night shifts.
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
- Provide training to members of the team to maintain standards
- Ensure all cases are progressed in line with InspHire SLA’s
- Take personal responsibility for own tickets and ensure all parties are kept updated
- Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team
- Team Working: Technical lead in department, manages continuous improvement activities/projects, proactively shares knowledge, help during times of leave/absence
- Leading by example, always display a positive and can-do attitude – advocate of company
- Proactively design and implement solutions to improve customer experience
- Mentor and provide feedback on team members, ensuring quality levels are maintained
- Be curious to change, evolve and develop in ways that help us better serve our customers.
Key Requirements:
Essential
- Significant experience in a similar application support role for a complex ERP system
- Strong investigation skills into complex issues to a data or code level
- Demonstrable experience in a similar IT support role, including:
- Strong MS SQL Server database experience:
- writing and running traces/scripts
- performance analysis
- triaging data anomalies
- providing root cause analysis back to application code/system activity/hardware
- MS SQL Server toolsets and processes
- Experience with programming languages, preferably VB
- Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)
- Experience and knowledge of:
- LAN/WAN networking
- General networking concepts (TCP/IP, DNS)
- 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
Experience and knowledge of:
- Virtualisation technologies
- Cloud (MS Azure) technologies
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