Are you our new
Dynamics 365 Service Desk Analyst?

Would you like to work for one of the largest IT Support providers, Digital Transformation and Cyber Security Consultancy businesses in the UK?

Dynamics 365 Service Desk Analyst

Reporting to: Dynamics Service Desk Manager

Location: London/Tunbridge Wells with regular client visits

You will be part of a Dynamics 365 Service Desk team, meeting SLA while resolving cases raised in the service desk. You need to show effective communication’s with clients while empowering end-users, have good problem-solving skills and at times developing solutions to meet the needs of our clients. You will be required to upskill in all areas of the Dynamics 365 platform.

Main duties and responsibilities

  • Proactively monitor our Dynamics support queues
  • Respond to all customers within assigned SLAs and in the order specified by the priorities
  • Maintain and develop client documentation and ensure all changes are recorded
  • Provide excellent customer service
  • Ensure Dynamics is kept updated with any changes in case status or attributes
  • Where required follow relevant escalation procedures to ensure timely resolution of cases
  • Ensure work carried out is of a support only nature or recorded as a change request
  • Actively keep existing skills up to date and look to new technologies
  • Develop Dynamics skills through on the job training and shadowing Functional Consultants
  • Perform other duties and responsibilities as assigned by the Service Desk Manager

Knowledge & Experience

  • 2 years’ experience working in a customer facing environment
  • Background in providing high levels of customer service in an IT industry
  • Great Microsoft Office end use skills 
  • Experience administering business applications
  • Exposure to D365 CE, including Sales, Customer Services, PSA and Field Service

Personal Specification

  • Excellent phone manner and customer focus.
  • Growth mind set – The ability to learn quickly and adapt to changing requirements
  • Confident decision maker
  • Strong multi-tasking abilities Remain calm under pressure
  • Self-motivated and able to work under own initiative
  • Smart and presentable