Dynamics 365 Functional Analyst

• Act as First point of contact to the Service Desk / Front all inbound support Calls
• Triage and Diagnose reported faults applying standard fix protocols as required.
• Accurately log incidents and ensure all relevant data is captured.
• Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
• Escalate incidents where a first-time fix is not possible to relevant internal resolver group.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
• Escalate potential service issues initially with Team Leader/Service Desk Manager
• Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
• Manage Service Desk emails (Governance)
• Finding ways to improve the overall customer experience
• Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
• Documents and communicates related IT standard policies and procedures as defined by management;
• Inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk;
• Assists on related projects and activities as assigned by management;
• Adherence to time and metric’s tracking.
• Advise management of any issues that need immediate attention or that will affect service levels