• Job Description

    Reporting to the Support Desk Manager, the Support Analyst will provide 1st, 2nd and 3rd line support to K3 SYSPRO’s existing customer base. The ideal candidate will be trained on all K3 SYSPRO’s products, but possess a strong background in ERP support ideally with experience in distribution/manufacturing. The role will also encompass some internal training and product testing, so an adaptable, yet able candidate would be ideal for this position.

    Responsibilities

    To provide telephone and remote support to customers, from the Manchester office or from home as required.
    To manage & prioritise your own workload effectively, in particular your support “queue”.
    To construct professional, customer-facing walkthroughs for repetitive support tasks as and when required.
    To carry out thorough product testing on areas of K3 SYSPRO’s new and existing products, including SYSPRO ERP product. This includes putting a test plan together and documenting all issues thoroughly.
    To provide internal training to colleagues on new areas of the internal Support Helpdesk system as they are introduced.

    Internal Systems

    Support is administrated by using several internal systems including a helpdesk system, SharePoint and SinglePoint. Full training will be provided

    Education and Training

    To show motivation and self-discipline in learning new modules and features of SYSPRO and associated products, including self-learning and learning in groups.
    To share knowledge amongst the support and consultancy base to ensure that all consultants benefit from an understanding of new features of the software.

    Customer Management

    As with any member of the K3 team, there is an element of customer management that comes with the role. The customer must be at the heart of everything we do.
    To liaise with the specialist services team in order to get project issues resolved and to offer advice and guidance on any support issues currently with that team.
    To work with the support desk manager to ensure that customer expectations are met and opportunities are maximised.

  • Measurement

    The role will be measured on the following:

    • Initial monthly review with the Support Desk Manager
    • Bi-annual personal review with the Support Desk Manager
  • Skills, Competencies & Attributes


    Skills, Competence, AttributeEssentialDesirable
    Proven record on an ERP Support Deskx
    Knowledge of SQL databases (to query and manipulate data) x
    Competence with Crystal Reports and all Crystal Reports features x
    Experience of liaising with and supporting customersx
    Self-motivatedx
    Excellent written & verbal communication skillsx
    Understanding of product testing, test plans and test documentationx
    Excellent analytical and problem-solving skillsx
    Understanding\knowledge of Microsoft SharePoint 2010x
    Professional attitude at all timesx
    Good understanding of Windows client and server operating systemsx
    Ability to understand and interpret customer requirementsx
    Excellent communication with both stakeholders and senior management, including delivering hard messagesx
    Good commercial awarenessx
    Ability to create release notes and user manualsx
    Attention to detailx
    Excellent organisational skillsx
    A working understanding of key business processes within organisationsx
    Specialisation within specific area of ERP e.g. finance,distribution or manufacturing or proven industry experiencex

  • How to Apply

    If you would to apply for this position please send a cover letter and copy of your CV to clair.rohl@k3btg.com

  • Contact Us

    : Head Offices.
    Baltimore House,
    50 Kansas Avenue,
    Manchester. M50 2GL.
    : +44 (0)161 876 4498
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