Шри-ЛанкаSupport Desk Analyst (LS Central/ Dynamics Business Central)
3 нед. назад
Шри-ЛанкаRemote
ls centralmicrosoft dynamics 365 business centralapplication supporttroubleshooting
Providing first- and second-level application support for LS Central and Microsoft Dynamics 365 Business Central customers.
О компании
- You will be working with an established technology organisation with a dedicated ERP division supporting business-critical enterprise applications. The organisation focuses on delivering reliable technology solutions and ongoing support to customers across retail and hospitality environments.
- The team values customer service, collaboration, continuous learning, and professional development, providing opportunities to build specialist knowledge across LS Central and Microsoft Dynamics 365 Business Central.
- 💰 Get paid in Australian Dollars 🏥 Medical insurance from day one for you + spouse (or parents if unmarried) 🩺 Generous OPD coverage from doctor visits to all your medical needs 🏡 Home office setup allowance to build your ideal workspace 🌐 Internet allowance to keep you connected 💪 Gym & wellness allowance to stay fit and balanced 🎉 Work hard, play hard – regular team events & engagement activities 🧠 Diji Assist – Mental health & counseling support when you need it 📚 We invest in you – reimbursement for industry certifications 🗣️ Open-door culture – your ideas and feedback always matter 🌍 Flexible work – home or office, wherever you do your best work 🏆 Rewards & recognition that actually recognize you 🥳 Great christmas & financial year-end parties to unwind with your loved ones
Обязанности
- We are seeking a customer-focused LS Central Support Desk Analyst to provide first- and second-level application support for customers using LS Central and Microsoft Dynamics 365 Business Central . This role is an excellent opportunity for someone with application support, service desk, or customer support experience who is interested in developing their expertise in ERP, retail, and hospitality environments.
- You will be responsible for incident resolution, service request fulfilment, troubleshooting functional issues, and ensuring customers receive timely and professional support.
Другое
- Experience in an application support, service desk, or customer support role.
- Strong problem-solving and analytical capabilities.
- Ability to diagnose and troubleshoot functional application issues.
- Experience managing multiple support tickets and competing priorities.
- Familiarity with service management or ticketing tools.
- Exposure to LS Central (LS Retail) or Microsoft Dynamics 365 Business Central is desirable.
- Experience supporting ERP, retail, hospitality, or other business-critical applications is advantageous.
- Familiarity with ITIL-based support processes is beneficial.
- Willingness to develop functional knowledge of LS Central and Business Central.
- Strong written and verbal communication skills.
- Confident communicating with customers and internal technical teams.
- Customer-focused approach with a commitment to providing quality support.
- Ability to explain technical or functional issues clearly and professionally.
- Strong attention to detail and ownership of assigned issues.
- Ability to prioritise tasks based on urgency and business impact.
- Collaborative approach when working with senior analysts, consultants, and developers.
- Proactive attitude towards learning and professional development.
- Tertiary qualification in Information Technology, Business, or a related discipline is preferred.
- Willingness to work towards Microsoft Dynamics and/or LS Retail certifications .
- Act as a primary point of contact for customer support requests relating to LS Central.
- Log, triage, investigate, and resolve incidents and service requests in line with agreed SLAs.
- Diagnose functional issues within LS Central and Microsoft Dynamics 365 Business Central .
- Escalate complex or high-priority issues to senior support analysts, ERP consultants, or development teams when required.
- Maintain clear and professional communication with customers regarding issue progress and resolution.
- Support day-to-day LS Central operations, including configuration changes, user support, and data fixes.
- Assist with minor enhancements and operational requests.
- Follow established support processes, procedures, and escalation pathways.
- Maintain accurate and timely updates within the support ticketing system.
- Create and maintain knowledge base articles and application support documentation.
- Contribute to runbooks and standard operating procedures.
- Document recurring incidents and identify opportunities for service improvements.
- Maintain accurate records to support knowledge sharing and efficient issue resolution.
- Work closely with Senior Support Analysts, ERP Consultants, and Developers to resolve complex issues.
- Participate in root cause analysis for recurring incidents.
- Support the transition and handover of projects into Business-as-Usual support.
- Contribute ideas that improve support processes, system stability, and customer experience.
- Build functional knowledge across LS Central modules and Microsoft Dynamics 365 Business Central.
- Develop an understanding of retail and hospitality business processes.
- Participate in training, mentoring, and certification programs.
- Continuously develop technical and functional capabilities within the ERP support environment.