Dynamics 365 Functional Analyst

About the role

We're looking for motivated, engaged people to help make everyone's journeys better. - 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 If you want to be part of a team that helps make travel and culinary memories, join us!

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Company Intel

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