Dynamics 365 Business Central Service Desk Analyst
£40,000 to £50,000
Location: Remote or Scunthorpe
OVERVIEW
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, giving 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)
We’re looking for someone with a solid background in Microsoft Dynamics 365 Business Central. You’ll be the go-to expert for all our customer queries, from simple ‘How To’ type queries, through to more complex queries such as Data Investigation and Config Changes.
You should be confident in:
* 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
* Investigating issues like incorrect values, missing lines, or reconciliation differences between modules
* 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
KEY RESPONSIBILITIES
Customer Support:
Act as the first point of contact for software support enquiries, providing timely and effective assistance for technical issues as well as advise and Guidance to customers on how they can utilise the solution for their business. You will also be responsible for running Virtual training sessions and workshops for our customers when advice or training is required to support the customers continuous adoption of the solution. Communicating clearly and constructively using the appropriate communication methods. Providing updates to customers at regular intervals, ensuring expectations are set and met. Proactively encouraging customers to use the self-service portal by offering guidance and sending welcome emails as required.
Ticket Management:
Log, update, and manage helpdesk tickets with clear and detailed documentation to ensure transparency and accuracy. Prioritising tickets in line with operational targets, ensuring SLAs for response and resolution are consistently achieved. Ensure tickets are resolved to a high standard, getting to the root cause of issues rather than just one-off fixes.
Team Collaboration:
Work closely with team members and other departments to resolve issues efficiently, sharing relevant knowledge and insights. Participating in team meetings, coaching sessions, one to one/development sessions, product huddles, and handovers to enhance team performance. Assisting other teams by providing accurate and helpful information, ensuring clarity in shared objectives. Meeting targets and deadlines for tasks set by the Management and Leadership teams.
Continuous Improvement:
Pursue professional development through training, certifications, and self-led learning. Identifying patterns in recurring issues and propose proactive solutions to prevent future occurrences. Suggesting and implement process improvements to enhance service delivery.
Compliance and Security:
Adhere to GDPR regulations and internal policies to safeguard customer data and maintain confidentiality. Reporting any potential security concerns or incidents promptly to the relevant parties.
MAIN TASKS: Specific tasks will include (but are not limited to)
Respond promptly to incoming phone calls and emails, ensuring all interactions are logged and prioritised within defined SLAs
Maintain internal systems with up-to-date and accurate customer details, such as (but not limited to) 3rd party details, module information, version information, connection information, and user details.
Updating internal systems correctly, clearly, and efficiently with ticket detail, ticket summary, time spent on tickets, ticket status, and ticket categories.
Communicate software version upgrades, scheduling updates, carrying out the upgrades, and notifying customers of changes.
Liaise with suppliers and contractors regarding tickets, projects, and issues, ensuring effective resolution and progress updates.
Deliver customer training sessions and participate in customer-facing meetings to provide clear and actionable guidance.
Create and maintain customer-facing resources, such as help sheets, video tutorials, training guides, and webinars.
Ensure that customer data fixes and manipulations comply with audit requirements and remain transparent and secure.
Keep up to date with any industry & legislation changes that may affect our customers through research and discussion/interaction with the team.
Contribute towards team strategies, goals, and targets.
Contribute towards company strategies, vision, mission, and values
QUALIFICATIONS, NEED TO KNOW & TECHNICAL SKILLS
* Right to work in the UK.
* First 2 weeks will be based from our Scunthorpe Office.
Qualifications
* AAT Level 2 Qualification or equivalent experience in finance or a related field.
* MB800 or equivalent Experience
Relevant Experience
* 2 + Years supporting multiple customers on Dynamics Business Central
* Proficiency in Implementing or Supporting processes within Business Central
* Advanced IT skills around Excel, word and Modern Workplace applications
Key Technical Skills
* Familiarity with remote support tools and ticket management systems, such as Halo, Zendesk or ServiceNow.
* Understanding of ITIL processes or similar frameworks to enhance service delivery.
* At least two years of experience in a customer-facing technical support role.
So, who are we?
The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support accounts software and EPOS solutions. We offer our customers a range of the best market-leading products and services to streamline complex business processes and increase efficiency. We have 3 offices including our head office in Scunthorpe, an office in Hull and another office in Peterborough.
Why work for us?
Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience.
Accredited to The Living Wage Foundation, we are a Real Living Wage Employer and this year we achieved “Outstanding” accreditation with Best Companies... However, we’re not going to stop there and are focused on achieving 3 Star “World Class employer to work for” accreditation in the future.
That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive.
So, on top of the normal benefits, we think some of the amazing reasons to join us are:
* 28 days of holiday, plus bank holidays = 36 days holiday total! – Prorated for part time employees.
* Option to sell back holiday*
* Salary Sacrifice Pension Scheme*
* A pro-active team of staff and this includes a Mid-Year and Year End Appreciation Party. We also have a number of themed office days including for Pancake day and also to support our chosen charity
* A friendly inclusive environment across the whole office – we really are a great bunch!
* Enhanced Maternity Pay *
* Enhanced Paternity Pay *
* Enhanced Bereavement Leave, with our “Time to say goodbye leave”
* Free lunches
* Casual business dress code (with option to choose from our free workwear wardrobe selection)
* Christmas Thank You Bonus *
* Support and guidance from your very first day!
* Tailored Training Plans to support success in your role.
* Personal Development Plans to support career advancement.
* On-site parking
* Company Sick Pay *
* Wellness activities
* Salary Sacrifice Electric Car Scheme*
* Salary Sacrifice Bike to Work Scheme*
* Salary Sacrifice Child Care Vouchers
* Length of service / eligibility criteria
Salary range between £40,000 to £50,000 per annum (depending on experience).
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.