Dynamics 365 Functional Analyst

• 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