Senior Support Analyst

Nottingham, England, United Kingdom

12/17/2024

"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 1 st and 2 nd line software application support
• Working in a global team supporting inspHire products
• 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 support hours between 8am and 10pm 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
• 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, acting as technical lead in department,
• manage continuous improvement activities/projects
• proactively share 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.
  

Essential

Skills, Knowledge and Experience:

• Significant experience in a similar application support role, preferably for a complex ERP system
• Strong investigation skills into complex application and data issues
• Providing root cause analysis of technical faults to customer and/or development teams
• 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
• 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
  

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.

Health and Safety

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.

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.