Position Summary
The D365 ServiceNow support role is responsible for assisting users with questions and problems concerning D365 daily support request. This role will be the first point of contact for D365 related issues and will be responsible for the initial triage and providing prompt resolution and/or escalation. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive attitude, which will align successfully in the organization.
Key Responsibilities
- Responding to customer support queries, logged via Service Now
- Provide daily help desk support, including ticket routing and user account management (D365, email, security roles, first level user support)
- Performing timely recognition, isolation, resolution and follow-up of tickets
- Proactively Investigating Support calls and managing them through to completion
- Communicating with users and 3rd Party suppliers if needed
- Managing SLA鈥檚 (Service Level Agreements)
- Follow up with customers to ensure satisfactory service
- Resolve issues while adhering to protocol and escalation procedures