Overview
Support with clarity. Solve with purpose. Help customers get more from their systems.
This role is for someone who doesn’t just answer support queries but understands the impact behind them.
If you enjoy solving problems, improving processes, and helping people confidently use Microsoft Dynamics 365 Business Central, you’ll feel at home here.
The Role
We’re looking for an experienced Business Central Service Desk Analyst to act as the first point of contact for our customers.
You’ll be central to how we deliver support – not just resolving issues but improving how customers use their systems day to day.
Alongside hands‑on support, you’ll guide users through best practice, deliver training, and contribute to a more proactive, customer‑focused service.
Where You’ll Make an Impact
Customer Support That Adds Value
You’ll go beyond fixing issues, helping customers understand how to use Business Central effectively through clear advice, guidance, and training.
Business Central Expertise
You’ll handle a wide range of queries, from simple “how to” questions through to data investigations, posting errors, and configuration challenges.
Ticket Management That Drives Quality
You’ll manage tickets with accuracy and ownership, ensuring SLAs are met while focusing on resolving root causes rather than quick fixes.
Training & Customer Enablement
You’ll deliver virtual training sessions, workshops, and create helpful resources that improve customer confidence and adoption.
Data Accuracy & Financial Awareness
You’ll think critically about how issues affect financial data, processes, and reporting, ensuring solutions are accurate and meaningful.
Continuous Improvement Mindset
You’ll spot patterns in recurring issues and suggest improvements that reduce future support demand.
Team Collaboration
You’ll work closely with internal teams, sharing knowledge and helping improve how support is delivered across the business.
Compliance & Security
You’ll handle customer data responsibly, ensuring all work aligns with GDPR and internal security standards.
Why This Role Stands Out
It’s about:
* Helping customers actually understand their system
* Improving how support is delivered
* Making Business Central easier to use day to day
You’ll have the opportunity to influence, guide, and improve… not just react.
About You
* You prefer solving root causes over repeat fixes
* You can explain technical concepts in a simple, user‑friendly way
* You’re confident working with financial data and ERP processes
* You enjoy helping others learn and improve
* You’re organised, detail‑focused, and customer‑driven
Your Business Central Experience
* Troubleshooting posting errors and general ledger issues
* Supporting purchase and sales processes, journals, and transactions
* Investigating discrepancies, missing data, and reconciliation issues
* Understanding master data, dimensions, and reporting impact
* Supporting setup and configuration of customers, vendors, and items
* Explaining workflows such as posting groups, approvals, and document processes
* Experience with integrations, reporting tools, or process improvement is a plus
Your Technical Background
* Supporting multiple customers on Dynamics 365 Business Central (2+ years)
* Customer‑facing technical support environments
* Ticketing systems such as Halo, Zendesk, or ServiceNow
* Microsoft tools including Excel, Word, and Modern Workplace applications
* ITIL or similar service‑management frameworks
Additional Experience That Helps
* AAT Level 2 qualification (or equivalent finance experience)
* MB‑800 certification (or equivalent experience)
* Experience delivering training or customer workshops
What You’ll Get in Return
* A balance of technical support and customer engagement
* Opportunities to deliver training and share knowledge
* The chance to influence how support is delivered
* Ongoing development and learning opportunities
* Flexible working with remote options (Scunthorpe, Peterborough, or Hull)
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