Dynamics 365 Functional Analyst

hace 3 semanas


Xico, México Gategroup A tiempo completo

We're looking for motivated, engaged people to help make everyone's journeys better.Responsibilities include:ResponsibilitiesAct as first point of contact to the Service Desk and handle all inbound support callsTriage and diagnose reported faults, applying standard fix protocols as requiredAccurately log incidents and ensure all relevant data is capturedRegularly update incidents logged on the Incident Management system and provide end users with a technical solution within Service Level AgreementsEscalate incidents where a first-time fix is not possible to relevant internal resolver groupsMonitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessaryEscalate potential service issues initially with Team Leader / Service Desk ManagerFollow up on calls and chase 3rd party resolvers to meet contractual SLA'sManage Service Desk emails (Governance)Find ways to improve the overall customer experienceMaintain content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting stepsDocument and communicate related IT standard policies and procedures as defined by managementHandle inbound phone calls and emails during an assigned shift in a 7×24×365 global Service DeskAssist on related projects and activities as assigned by managementAdhere to time and metric's trackingAdvise management of any issues that need immediate attention or that will affect service levelsIf you want to be part of a team that helps make travel and culinary memories, join us#J-*****-Ljbffr


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