Our Business Central Service Desk Analyst plays a crucial role as the frontline contact for technical and software support. This role is dedicated to delivering exceptional customer service by efficiently resolving technical issues as well as providing customer advice and guidance in the form of team calls and recorded or live training sessions. By actively engaging with customers and teams, the Service Desk Analyst enhances the overall customer experience while contributing to the organisation’s objectives. The role involves logging and managing helpdesk tickets, meeting service level agreements (SLAs) and KPIs, and collaborating with internal teams to resolve customer issues. Through continuous learning and adherence to compliance standards, the Service Desk Analyst ensures high‑quality service delivery and fosters a positive, customer‑focused environment. Business Central Experience (Essential).
Responsibilities
* Troubleshooting posting errors, transaction discrepancies, and general ledger issues
* Guiding users through standard posting processes such as purchase and sales invoices, receipts, shipments, and journal entries
* Explaining how master data, dimensions, and document templates impact transactions and reporting
* Supporting users with setup and configuration of customers, vendors, items, and related workflows
* Thinking critically about data accuracy, financial impact, and process efficiency across the ERP
* Providing clear, user‑friendly explanations for common confusion points in Business Central workflows (e.g., posting groups, dimensions, or approval chains)
* Experience with integrations, reporting tools, and process improvement within Business Central is a plus
* Act as the first point of contact for software support enquiries, providing timely and effective assistance and guidance. Run virtual training sessions and workshops to support customer adoption. Communicate clearly and proactively with customers and provide updates at regular intervals. Encourage use of the self‑service portal.
* Log, update, and manage helpdesk tickets with clear documentation. Prioritise tickets to meet SLAs and ensure root‑cause resolution. Collaborate with teams to resolve issues and participate in team meetings and handovers.
* Adhere to GDPR and internal policies to safeguard data. Report security concerns promptly.
* Respond promptly to incoming calls and emails, logging and prioritising interactions within defined SLAs
* Maintain internal systems with up‑to‑date customer details and related information
* Update internal systems with ticket details, time spent, status, and categories
* Communicate software version upgrades and scheduling updates, perform upgrades, and notify customers
* Liaise with suppliers and contractors regarding tickets and projects
* Deliver customer training sessions and participate in customer‑facing meetings
* Create and maintain customer‑facing resources (help sheets, tutorials, guides, webinars)
* Ensure data fixes comply with audit requirements and remain secure
* Stay up to date with industry and regulatory changes affecting customers
* Contribute to team and company strategies, goals, and values
Qualifications
* Right to work in the UK
* First 2 weeks based from Scunthorpe Office
* AAT Level 2 or equivalent experience in finance or related field
* MB800 or equivalent experience
* 2+ years supporting multiple customers on Dynamics Business Central
* Proficiency in implementing or supporting processes within Business Central
* Advanced IT skills in Excel, Word, and Modern Workplace applications
* Familiarity with remote support tools and ticket systems (e.g., Halo, Zendesk, ServiceNow)
* Understanding of ITIL or similar frameworks
* At least two years of experience in a customer‑facing technical support role
Salary range : £40,000 to £50,000 per annum (depending on experience).
Location & Benefits
Location : Remote or Scunthorpe. Benefits include a range of company benefits listed below; eligibility criteria apply per item.
* 28 days of holiday, plus bank holidays = 36 days total (pro‑rated for part‑time)
* Option to sell back holiday
* Salary sacrifice pension scheme
* On‑site events, training plans, and career development
* On‑site parking, wellness activities, and various employee assistance programs
* Other benefits listed in the original posting with eligibility criteria
About The HBP Group: The HBP Group is the number one choice for many businesses across the UK for reliable, award‑winning business technology. Offices in Scunthorpe, Hull, and Peterborough.
Equal Opportunity.
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