Service Desk Support Specialist
4 weeks ago
We are seeking a skilled Systems Support Analyst to join our client's team in Cheltenham. As a Service Desk / Support Analyst, you will provide technical assistance to internal and external users of the company's diverse suite of business-focused applications, including ERP and CRM systems.
Key Responsibilities:- Manage support calls and tickets from the IT Service Desk
- Provide internal and external customers with support on the company's platforms
- Assist users with queries related to their Dynamics 365 and COINS systems, such as user issues, user amendments, financial/sales queries, and data changes
- Maintain a log of support calls and resolutions
- Document work or changes made
- Evaluate and escalate 2nd/3rd line queries when necessary
- At least 1-2 years' experience in a 1st/2nd line Support Desk, Service Desk, or Application Support role, ideally supporting a CRM/ERP system
- Experience taking a high volume of tickets in an engineering, manufacturing, house builder, or similar industry would be ideal
- Experience with Dynamics 365 or COINS would be beneficial but not essential
- Ability to understand user queries and relate to business processes
- Excellent troubleshooting skills
- Effective communication skills
- £34,000 + 10% bonus
- Hybrid working from Cheltenham office, ideally 3 days a week onsite
- 33 days annual leave + bank holidays
- Private healthcare
- Enhanced maternity, paternity, and adoption leave
- Pension
- Life assurance
- Share incentive schemes
- Employee rewards portal
Key words: Systems Analyst, COINS, Dynamics, ERP, CRM, Service Desk, Application Support, Housing, Construction, Engineering, Systems Support Analyst
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