We are seeking a skilled and proactive Support Analyst to join our Support Team. You will play an essential role in providing support and maintenance of our customers’ business applications through the ownership and resolution of support requests, implementing changes and co-ordinating with internal and external stakeholders as required.
About the Role
You will be a key member of the support team, responsible for delivering excellent service and support to our customers. This role involves diagnosing and resolving IT issues, escalating complex problems when necessary, and ensuring a high level of customer satisfaction.
Reporting to the Head of Support, the Support Analyst combines technical expertise with excellent customer service to contribute to the overall efficiency and reliability of the support team.
Essential Skills and Experience
* Over 2 years' application support and administration experience involving Microsoft Dynamics
* Proven experience in a technical support role
* Good technical understanding of Dynamics 365
* Understanding of IT implementation and support processes, including troubleshooting methodologies
* Strong knowledge of ticketing systems, incident management, and escalation procedures
* Familiarity with ITIL or other service management frameworks is highly desirable
* Good technical knowledge of Microsoft technologies including Azure.
Main Duties and Responsibilities
* Technical Support:
o Provide support to customers by diagnosing and resolving technical issues with Dynamics 365 CRM
o Escalate unresolved or complex issues to senior team members, ensuring clear and detailed documentation is provided
o Conduct remote troubleshooting sessions to resolve client problems efficiently.
* Ticket Management:
o Log and track all support requests in the ticketing system, ensuring accurate and detailed case notes
o Prioritise and manage tickets to meet agreed service levels
o Follow up with clients to ensure issues are resolved and their expectations are met.
* Customer Communication:
o Maintain a professional and client-focused approach in all interactions
o Clearly communicate technical solutions to clients, ensuring they understand the resolution
o Proactively update clients on the progress of their support requests.
* Continuous Improvement:
o Identify recurring issues and suggest improvements to processes or systems to prevent them
o Contribute to the maintenance and updating of support documentation
o Stay informed about new technologies and industry trends to enhance support capabilities.
* Collaboration:
o Work closely with other team members to resolve technical issues effectively
o Participate in team meetings to share knowledge and updates on client cases
o Support the onboarding of new clients by assisting with initial setup and configuration.
Technical
* Strong technical knowledge across business applications, specifically Microsoft Dynamics 365 CRM and Azure
* 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
* A client-focused approach with strong interpersonal and communication skills
* High levels of enthusiasm, motivation, and a proactive attitude
* A detail-oriented mindset with a commitment to delivering quality service
* A team player who thrives in a collaborative environment.
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.
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: 2503. 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. Because the limitations of a time-bound visa do not align with our long-term career development plans, we regret we cannot accept applications from candidates whose right to work in the UK relies on a temporary, time-limited or dependency visa.
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 is an experienced client-focussed information systems consultancy providing on-premise, cloud, and hybrid solutions to the public, private, and not-for-profit sectors. As a Microsoft Business Solutions Partner, we maintain comprehensive knowledge of Microsoft’s software tools and applications, and the expertise to deliver successful projects on time and on budget.
Ashton Court Group Ltd
Thorpewood Management Centre
Blisworth Road
Courteenhall
Northampton
NN7 2QB
#J-18808-Ljbffr