You will provide support for all Business Systems managed and maintained by the Enterprise Technology Business Systems team and will be expected to have a good level of understanding of all of them to fulfil requests and resolve incidents. The main Business System in use is Dynamics 365 Finance and Operations and Customer Experience, including Customer Service, Sales and Marketing apps and HRIS
You will work with partners as well as internal technology colleagues to resolve incidents and fulfill requests
Provide 2nd line Business Systems support to the Service Desk to diagnose Incidents, initiate remedial actions and resolve to the agreed targets and levels of quality
Identify problems by analysing trends of incidents and work with colleagues and partners to resolve them in a timely manner
Fulfil customer requests to the agreed targets following agreed processes and to the required level of quality
Provide guidance and support to the Service Delivery team to improve first time resolution for our customers
Work within the ITIL based support processes and procedures to the agreed targets
Support the successful transition of changes into operational support
Create and update knowledge documents to ensure that the Business Systems Support team and wider Technology teams can provide a consistent and high-quality service
Provide and promote first-class, proactive IT customer support
Respond in a timely and professional manner to all customer Incidents and Requests; putting the customer first is key to success in the role.
Escalate issues where appropriate while maintaining ownership of the initial support request and pro-actively monitoring progress and providing updates
Be flexible - able to change priorities quickly, with the capacity to handle multiple tasks
Collaborate and work effectively across internal functional areas as well as with external parties as required
Participate willingly in the team and keep other team members informed and up to date by sharing useful or relevant ideas and information.
Adhere to Insights Security and Data Protection policies
Manage internal stakeholder relationships
Understand and meet the needs of the business and provide help and support to colleagues as required
Build relationships with key personnel across the business.
Showing up as confident, expert, vibrant and personal in your own unique way
Self-starter and problem solver - able to work independently but also a strong dependable team player
Self-motivated, but knows when to seek guidance
Positive ‘can do’ attitude and work ethic
Always prepared to ‘go the extra mile' in delivering service on time and to the highest standards.
Highly analytical, methodical, and highly organised with the ability to think clearly under pressure.
Confident and professional communication skills throughout the business
Demonstrates the drive and initiative to achieve personal and team objectives
Proven experience supporting diverse business applications for a mix of local and remote end-users
Experience of supporting Microsoft based technologies, including:
Dynamics 365 Finance and Operations and Customer Experience
Excellent working knowledge of Windows Operating Systems and Microsoft Office suite
Excellent and proven problem solving and troubleshooting experience