Desktop Support Analyst

MTP Services

Desktop Support Analyst with Dynamics 365 experience required for a long term contract. Baseline clearance required


Overview

  • Work collaboratively with other Grants program areas and the Grants and System Support team
  • Provide timely, accurate and plain English support to users by using problem solving skills and judgement to triage and resolve incidents, following or developing knowledge base articles as required.
  • Undertake analysis of all escalated support tasks (Level 2 and 3) taking appropriate action to reach resolution
  • Write and update knowledge base and user help articles
  • Keep up-to-date on new functionality and participating in upgrades, enhancements or changes across the BGM and CRM platforms and environments
  • Develop and maintain relationships with other technical staff, and work with them to investigate, document and resolve complex incidents.
  • Actively participate in building the capability of others, through formal and informal knowledge sharing activities within the team, with the Level 1 Support team, and with other stakeholders.
  • Use departmental service management tool to manage tasks and issues
  • Utilise Microsoft Visual Studio Team Services (VSTS) to track and manage activities
  • Undertake other duties as directed by the Manager
Essential Criteria
  • Experience in administering Microsoft Dynamics CRM,
  • Strong communication and collaboration skills interfacing with key project stakeholders
  • Comfortable in a dynamic fast moving agile environment.
  • Delivery and management of grants and services would be an advantage