Support Team Lead - Brisbane, Australia - KERRIDGE COMMERCIAL SYSTEMS CORP

KERRIDGE COMMERCIAL SYSTEMS CORP

Verified Company

Brisbane, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

InspHire is a market leader in the development and provision of rental industry software

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 9am and 5pm, potential 5am starts depending upon requirements

Key Responsibilities:

Your responsibilities include but are not exclusive to:

Ensure a first-class service to our customers
Motivation and leadership of the Analysts within assigned section, promoting hard work, "no blame" attitude and a positive message
Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
Use and develop reporting to ensure services are managed to the correct standards
Assisting on calls and tickets as required
Take 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 improved
Manage and act upon customer satisfaction surveys and other feedback
Provide 1st level of escalation support for customers or direct reports
Work as part of Helpdesk management team
Participate on team performance reporting with other Helpdesk Leads
Provide a rolemodel/aspirational figure within the team, delivering daily examples of expected levels of performance, selfdevelopment and "can do" attitude
Identify and lead on tangible continuous improvement and "shiftleft" activities to better serve our customers

Key Requirements:

Essential

Good IT skills with demonstrable experience in a similar IT support role
Experience of peoplemanagement in a technical IT services environment
Ability to work under pressure in a fastpaced 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
Multitasker

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.

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._