Support Analyst at Kerridge Commercial Systems South Africa

Job Description

• 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 – 100% home based, potential for some office attendance as required
• Covering support hours overnight from Sunday to Thursday and covering NZ working day on a rota basis i.e. 10pm – 8am and moving throughout the year to match daylight savings in South Africa and New Zealand 

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