We are seeking a skilled and proactive Senior Support Analyst to join our Support Team. You will play an essential role in enhancing and supporting our customers’ Microsoft Dynamics 365 CRM systems and Power Pages Portals. This role involves working closely with customers’ teams and key stakeholders to provide 3rd line application support and training.
About the Role
You will play a key role in delivering high-quality technical support to our customers, ensuring timely resolution of complex issues and maintaining customer satisfaction. Reporting to the Head of Support, this role involves providing advanced technical expertise, acting as an escalation point for the support team, and contributing to the continuous improvement of support processes. The Senior Support Analyst also serves as a mentor to junior team members, fostering skill development and ensuring best practices are followed.
Essential Skills and Experience
* Over 3 years’ proven experience of supporting Microsoft Dynamics CRM
* Extensive experience in a technical support role, with a strong understanding of IT systems and networks
* Proven track record of resolving complex technical issues efficiently
* Strong knowledge of support tools, remote assistance software, and ticketing systems
* Familiarity with ITIL or other service management frameworks
* Experience in mentoring or leading junior team members is desirable
* Good technical understanding of Dynamics 365
* Application support and administration experience involving Microsoft Dynamics
* Good technical knowledge of Microsoft technologies including Azure.
Main Duties and Responsibilities
* Customer Support and Issue Resolution:
o Provide 3rd line technical support to customers, specialising in Microsoft Dynamics 365
o Provide expert-level technical support for escalated issues, ensuring timely and accurate resolution
o Handle complex customer enquiries, troubleshooting software, hardware, and network-related problems
o Act as a point of contact for critical incidents, co-ordinating with cross-functional teams as needed.
* Team Collaboration and Leadership:
o Mentor and guide junior Support Analysts, sharing knowledge and best practices
o Collaborate closely with the Head of Support to implement team-wide training programmes and initiatives
o Lead by example in maintaining a high standard of professionalism and empathy during customer interactions.
* Process Improvement:
o Identify trends and recurring issues, providing recommendations for process or product improvement
o Document and update support workflows, knowledge bases, and troubleshooting guides
o Participate in post-incident reviews, contributing to root cause analysis and preventive measures.
* Stakeholder Engagement:
o Liaise with other departments to resolve systemic issues
o Provide detailed feedback and insights to stakeholders to enhance product performance and user experience.
* Reporting and Metrics:
o Monitor key performance indicators (KPIs) for support activities and ensure alignment with organisational goals
o Prepare detailed reports on support performance, customer satisfaction, and issue resolution timelines.
Technical Skills
* Strong technical knowledge across business applications, specifically Microsoft Dynamics 365 CRM
* Proficiency in troubleshooting and resolving complex technical issues
* Familiarity with cloud services, networking, and cybersecurity principles
* Experience with relevant tools and platforms such as remote support software, monitoring tools, and collaboration platforms.
Personal Characteristics
* Exceptional leadership and motivational skills
* A customer-centric mindset with a passion for delivering outstanding service
* High levels of integrity, reliability, and accountability
* Strong interpersonal and communication skills to build trust with customers and team members
* An ability to communicate complex information to technical and non-technical stakeholders
* Strong analytical and problem management skills.
Personal Abilities
* Ability to remain calm and composed under pressure
* Strong problem-solving skills with a focus on delivering practical solutions
* Excellent organisational skills with an ability to prioritise tasks effectively
* Adaptability to changing customer needs and business priorities
* Strong verbal and written communication skills with the ability to liaise with a variety of stakeholders
* Ability to deliver to agreed timescales
* A willingness to learn and adapt to new technologies and methodologies.
Qualifications
* Microsoft Certified Professional or able to gain MCP qualifications through self-study
* Microsoft Exam PL-200 Microsoft Power Platform Functional Consultant, desirable.
What We Offer
* Industry aligned competitive salary
* 31 days annual leave, including bank holidays
* Continuous professional development
* Access to learning resources to support study to achieve Microsoft certifications
* Bonus paid on passing agreed exams to gain specific Microsoft certifications
* Opportunity to work from home to ensure a healthy work/life balance
* Auto-enrolment pension scheme
* Employee wellbeing strategy
* Free flu jabs
* Eyecare vouchers
* Company events
* Free on-site parking.
About Us
We believe in our culture, values and staff successes. We invest in developing our staff and we support our employees with their professional development goals. We strive to offer an environment that provides our staff with the right work/life balance. We offer genuine career prospects: you will have a clear career progression path with the opportunity to become stakeholders within the business as it transitions to an employee-owned company.
This role is UK-based and will require visits to customer sites in the UK and Ashton Court's HQ in Northampton. The position involves flexible working, with the opportunity to work from home. Although the majority of our staff work from or within a reasonable commute to our offices, we also have staff working remotely from wider locations. We welcome applications from candidates located throughout the UK, particularly based around the Midlands. However, ability and attitude are more important than location.
Strictly Personal Applicants Only. Please apply here to upload your CV and cover letter, describing why you feel you are right for this position, together with details of your current and minimum salary expectations, current benefits and notice period. Ref: 2502. Applications will be reviewed on a rolling basis; we encourage you to apply as soon as possible.
Please note we cannot sponsor applicants for a visa. Please only apply if you have the right to work in the UK and are resident in the UK. Ashton Court is committed to supporting individuals with the desire and capacity for long-term career growth and development to achieve their full potential.
Interview Process
Ashton Court Group is an equal opportunities employer. Interviews are conducted in a two-stage process. Successful applicants will be invited to an initial 30 minute Teams meeting with a senior member of staff in the same discipline as the role for which you have applied. If successful, we will be inviting candidates to a second interview of up to one hour, including an assessment of your skills and experience and may include a technical test. Final interview and offer of employment is held in person at our offices. Full details will be provided at a later date for those who are selected.
Recruitment Agencies:
Strictlyno agency contactin response to this vacancy. We have a strict company policy to recruit directly. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Manager.
Ashton Court Group Ltd
Thorpewood Management Centre
Blisworth Road
Courteenhall
Northampton
NN7 2QB
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