Business Applications Support Analyst (BC)
The Role:
We are undergoing an exciting time in our evolution and now seek a talented Business Applications Support Analyst (BC) to join an established client support team. You'll bring previous experience with the Dynamics 365 Business Central platform as well as a passion for excellent customer service and support.
You'll be responsible for providing application/technical support to our clients through our online helpdesk, telephone, and email. As the point of contact for all client support and enquiries, you will be expected to investigate and resolve client issues or, where necessary, escalate support incidents to other members of the team.
Along with a clear talent for problem-solving, you will be a fast learner who can quickly diagnose and troubleshoot issues in a fast-paced and dynamic environment. This role presents a significant opportunity for an experienced Business Central user or support professional to work in close collaboration with an experienced team supporting a range of clients across the UK. It's an exciting time to join our business with ambitious growth plans to strengthen our presence in the industry.
Key Responsibilities:
- Deliver a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.
- Perform investigation and provide application/technical support to both internal and external stakeholders.
- Be a point of escalation within the support team.
- Work to deliver on Service Level Agreements and ensure that all support incidents are accurately recorded.
- Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
- Where required, escalate incidents, ensuring high levels of customer care.
- Identify and highlight trends in support incidents, reporting these to the Service Delivery Manager to ensure timely and appropriate action is taken to resolve client issues.
- Work with the Business Central Consultant Team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client-specific system modifications.
- Collaborate with the wider Business Applications department to work towards successful project delivery for our clients.
- Refer client requests for advice & consultation to the consultant teams where necessary.
- Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
- Collaborate with peers and other areas of the business to increase internal product and service knowledge.
Essential:
- 3+ years previous experience in an internal or external facing Business Central helpdesk support team.
- Previous hands-on experience with ticket management systems.
- Previous experience of working as part of a team.
- Finance/Inventory management knowledge.
- Experience of the BC/NAV from 2013 R2 onwards.
- Able to demonstrate a high level of technical knowledge.
Desirable:
- One or more Microsoft certifications, i.e., MB800.
- Construction, Manufacturing Knowledge, Service management.
- Experience with Continia, Jet or similar products.
- Understanding of NAV/BC development environments.
- Payroll experience.
- Professional IT Certifications, i.e., ITIL Foundation.
Competencies:
- Teamwork & Collaboration.
- Results Focused/Problem Solving.
- Developing Yourself & Others.
- Communication.
Salary: Market Related depending on experience and skill set.
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