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Support Team Lead

3 months ago

Johannesburg, South Africa Kerridge Commercial Systems Full time

"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 Team Leader role provides and manages 1st/2nd line business-to-business software application support Line managing part of 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 – 60% office based, 40% home based with potential for limited travel to customer sites Covering support hours between 8am and 5pm

Key Responsibilities:

Your responsibilities include but are not exclusive to: Ensure a first-class service to our customersMotivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive messageManagement of team rotas, holidays, case load, case progression, case management, customer expectations and escalationsUse and develop reporting to ensure services are managed to the correct standards Assisting on calls and tickets as requiredTake care of your direct reports:Perform regular 1-2-1 sessions to ensure well-being and career progression Facilitate training, development and innovation activities for Analysts within team Perform reviews with Analysts to ensure standards are maintained and improvedManage and act upon customer satisfaction surveys and other feedbackProvide 1st level of escalation support for customers or direct reportsWork as part of Helpdesk management teamParticipate on team performance reporting with other Helpdesk LeadsProvide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers

Skills, Knowledge and Experience :

Essential

Good IT skills with demonstrable experience in a similar IT support role Experience of people-management in a technical IT services environment 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 Consistently produce high quality and detailed documentation and reports Experience of providing service metrics and working to SLAs and KPIs Customer service focused Confident leader, with the natural ability to motivate and lead a team Decision maker under pressure Understands priority and urgency of customers business requirements Business/commercial awareness IT culture awareness, understanding the requirements of GDPR Forward thinking/proactive nature Multi-tasker

Desirable

Knowledge and experience of Microsoft SQL Server Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Knowledge of ERP or business IT systems Appreciation for all products and services in the inspHire offering ITIL Qualified

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.

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