Service Desk Analyst

3 weeks ago

Andover Hampshire, United Kingdom Le Creuset Full time

Job Title: Service Desk Analyst

Location: Andover, UK

Reporting To: Service Delivery Manager

Who We Are

Our international brand, rooted in a century of French heritage, passionately connects cooks worldwide to personal stories and a rich legacy of food lovers. With a focus on the future, we strive to build exquisite, quality products that bring joy across generations, ensuring every home's heart beats from the kitchen. Guided by our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE, & TEAMWORK, we celebrate our diverse team spanning 22 countries and cultures, making Le Creuset a vibrant and inspiring workplace.

Main Purpose of the Role

To primarily deliver second/third line support primarily for AX and D365 ERP solutions, as well as other business applications managed by Group IT. Assisting on project changes when required, liaising with the Group and Regional IT and business teams, as well as third party partners.

Responsibilities

  • Provide second/third line support to key users, identifying and investigating problems, issues or small changes and following an escalation process based on the LC Support Model.
  • Communicate and trouble-shoot Incidents and Problems alongside third party providers where required in a timely and professional manner through to resolution.
  • Ensure support calls are logged and the resolution is documented on the support site.
  • Take ownership of user problems and be proactive when dealing with the issues.
  • Proactively provide information to users on the progress of outstanding support calls in a professional and timely manner.
  • Provide support for “Out of Hours” process as part of an On Call support rota.
  • Facilitate testing and acceptance of new solutions.
  • Work directly with business analysts and/or business partners at different levels to translate business requirements into effective solutions.
  • Conduct analysis between ERP installation and new business requirements, creating functional specification documentation (standard, customised, ISV integrations).
  • Adhere to the EMEA project lifecycle, including quality assurance and testing of solutions and CAB approval before release.

Works With

  • Group & Regional ERP Teams.
  • 3rd Party Partners.

Knowledge Required

  • 3+ years ERP support experience, mainly in AX and D365 F&O (other ERP products will be considered e.g., SAP, Oracle, PeopleSoft).
  • Must have a good working knowledge of at least 2 of the following modules: Finance, Sales & Marketing, Trade & Logistics, Supply Chain & Procurement, System Administration, AIF.
  • Experience participating in the requirements gathering process for IT systems.
  • Proven experience and knowledge of Retail business processes.
  • Technical experience with EDI – desirable.

Skills & Qualifications

  • Bachelor's Degree: Business or Technology related BA/BS.
  • Dynamics 365 F&O or AX (2012 R3) certifications.
  • Clear and concise oral and written communication skills.
  • Understanding of aspects of business management and strategic evaluation.
  • Ability to pick up new concepts and technologies.
  • Attention to detail, and ability to multi-task and meet project deadlines.
  • Fluent English, additional languages would be an asset.

Behaviours & Competencies

  • (Oral Written & Listening): Adapts his/her oral and written communications to audience and fosters clear and effective communication with others. Can build relationships and interact effectively across functions, seniority levels, personalities, and cultures with confidence. Actively listens. Displays accuracy and quality in his/her written work.
  • Teamwork : Co-operates with others and is able, where appropriate, to complement the roles of others by taking on the role of a leader, peer, or subordinate. He/she displays empathy and actively supports other team members when under pressure.
  • Reasoning : Analyses, interprets and evaluates complex information arriving at logical deductions and conclusions.
  • Adaptability : Maintains effectiveness in varying work environments where circumstances and priorities are changing.

Other Information

  • Occasional travel is a possibility but is unlikely to be essential.
  • Availability to be on call.

Why Join Us?

Our recipe is equal parts passion, hard work and fun with a culture as vibrant as our products. We constantly stretch ourselves and encourage our team mates to do the same. When you join Le Creuset, you become part of a dynamic team that focuses on innovation and collaboration. You are part of something bigger…from your first day to every moment thereafter, you’re going to love what you do as part of the Le Creuset family Together we live our ‘One Le Creuset’ Values: PASSION, INTEGRITY, INNOVATION & EXCELLENCE, & TEAMWORK.

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