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- Tasks: Support clients by managing service tickets and resolving issues efficiently.
- Company: Join Kerv Digital, a leading digital solutions provider with a mission to make a positive societal impact.
- Benefits: Enjoy a hybrid work model, inclusive culture, and opportunities for mentorship and skill development.
- Why this job: Work with top-tier clients, tackle exciting challenges, and be part of a certified Great Place to Work.
- Qualifications: 3-5 years experience in Dynamics 365 support and strong troubleshooting skills required.
- Other info: Embrace diversity and collaboration in a dynamic team environment.
The predicted salary is between 36000 - 60000 £ per year.
Role – Support Analyst – MS Dynamics CRM Technical
Experience: 3-7 Years
Thisrolerequires working in the UK shift andoccasionalout-of-hoursworkingtosupport customerinterests.
Whoweare:
Kerv Digital (previously known as cloudThing) solve complicated problems with great digitalexperiences.WecombinePowerPlatform,DevSecOps,DataScienceandSoftwareEngineeringtoachievemeasurablebusinessoutcomesforourclients.HeadquarteredinBirminghamandpartofKerv, we are part of a £50m revenue global organisation, with over 450 employees, working withover800 sector-leadingclients,withofficesin London, Birmingham, andBangalore.
Kervisanethicallyledorganisation,andwe are proudofourvalues.Ourmissionto BuildFutureandmake a positive difference in society helps guide us to choose to work primarily with Nonprofit andPublic Sector organisations. We encourage all our developers and designers to embrace the latesttechnologies, frameworks, and cloud deployment platforms to help our clients achieve more. Werelish the difficult problems and integration challenges and guarantee our developers are neverbored.
WeareproudtobecertifiedasaGreatPlacetoWorkbyindependentassessorsinboththeUKandIndia. We can offer you an inclusive, collaborative atmosphere to develop your skills as part of aglobal multi-discipline development team with opportunities to be mentored by forward-thinkingarchitects.
Joinustodaytoworkcloselywithhouseholdnameclients,buildyourtechnicalprowess,andmakenewfriendsalongtheway.
Responsibilities:
· Run the managed services queue, providing first point contact for all tickets
· Respond to all incoming tickets within the boundaries of the SLA
· Maintain a professional manner in all client communications
· Assign tickets to the appropriate consultant for resolution
· Where possible, resolve the problem without passing it onwards (first time fix)
· Respond to client queries on ticket status
· Escalate where necessary to the managed services principal
· Ensure excellent service is provided to all managed services clients
· Participate in improvement to our ITIL based framework for good practice managed services operation
· Identify risks and mitigate or communicate as necessary
RequiredSkills:
· Knowledge of the principles of managed services
· 3-5 years experience within D365 helpdesk support
· Good troubleshooting
· Excellent in engaging and collaborating within a team
· The ability to manage multiple cases & distribute work
· A good understanding of Dynamics 365 CRM in particular with customizations
· Basic knowledge of SSRS
· A good understanding of Microsoft 365/Office 365
· Good knowledge on security groups & the relation to D365
· Good knowledge on Dynamics 365 roles
· Ability to deliver training (internal & external)
Candidatesareexpectedtohavesomeofthefollowingskills;
· Working in a professional environment
· Broad experience in office technology
· 3-5 Experience supporting Dynamics 365
· Experience within a helpdesk capacity & ticketing helpdesk
· Excellent troubleshooting abilities & the confidence to take ownership
· Experience working with Power Apps (Model Driven & Canvas Apps)
· Experience with customisations (customizing entities, fields, forms, views, dashboards & security roles)
· Experience with automation such as Power Automate & Workflows
· Experience with joining clients call & the confidence to lead calls
· Power BI experience (preferrable, not required)
· Power Pages (preferrable, not required)
· Experience collaborating with Microsoft for resolutions
· The ability to manage time & record time (Required)
Don’ttakeourwordforitthough,checkoutourimpartial GlassDoor reviews
Moreon
equality
everybody to feel valued, included and love working together. With anuncompromisingpursuitofamazingemployeeexperience,wealwaysstrivetodo the right thing. We believe and will relentlessly promote and support thepowerofdiversity,equalityandbelonging, throughcollaborationandcreating
exceptional solutionstogether.
Location
- Hybrid
Job Type
- Full Time
Apply today
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CRM Support employer: Kerv
Contact Detail:
Kerv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Support
✨Tip Number 1
Familiarise yourself with Dynamics 365 CRM and its customisation features. Understanding how to customise entities, fields, and security roles will give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in a helpdesk environment. Be prepared to discuss specific examples of how you've resolved issues efficiently in the past.
✨Tip Number 3
Showcase your experience with Power Apps and automation tools like Power Automate. Highlight any projects where you've successfully implemented these technologies to improve processes.
✨Tip Number 4
Demonstrate your ability to work collaboratively within a team. Prepare to share instances where you've effectively communicated and engaged with colleagues to achieve common goals.
We think you need these skills to ace CRM Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Dynamics 365 CRM support and managed services. Use keywords from the job description to demonstrate that you meet the required skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your troubleshooting abilities and experience in a helpdesk capacity. Mention specific examples of how you've successfully resolved issues in the past.
Showcase Your Technical Skills: In your application, emphasise your knowledge of Microsoft 365/Office 365, Power Apps, and any experience with automation tools like Power Automate. This will show that you have the technical prowess needed for the role.
Highlight Team Collaboration: Since the role requires excellent collaboration skills, include examples of how you've worked effectively within a team. This could be through leading calls or participating in team projects.
How to prepare for a job interview at Kerv
✨Understand the Role
Make sure you have a solid grasp of what the CRM Support Analyst role entails. Familiarise yourself with MS Dynamics CRM, its functionalities, and how it integrates with other systems. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've successfully resolved issues in previous roles. Highlight your troubleshooting abilities and your approach to problem-solving, as these are crucial for the position.
✨Emphasise Team Collaboration
Since the role requires excellent collaboration skills, be ready to share experiences where you worked effectively within a team. Discuss how you communicate and engage with colleagues to achieve common goals.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the technologies they use. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
