United Kingdom
- Provide 2nd line support for Microsoft Dynamics 365 CRM, resolving complex incidents escalated by analysts while ensuring high levels of customer service and adherence to SLA’s. - Collaborate with development and consultancy teams to diagnose and troubleshoot issues, contributing to product improvements and service delivery. - Carry out customer facing training sessions on specific area’s of Dynamics CRM to a high level of detail
As a CRM Service Desk Analyst, I provided technical and application support to customers that use Microsoft Dynamics 365 CRM. I managed and resolved my support cases efficiently while ensuring minimal disruption to customer operations. My role required strong problem-solving skills, system knowledge, and customer communication. Key responsibilities: Managed and resolved CRM-related support tickets and service requests. Investigated system issues, performed troubleshooting, and escalated complex cases where necessary. Supported system updates, testing, and documentation of CRM processes. Delivered excellent customer service by providing clear communication and timely resolutions.
As a senior service desk analyst, I still took on the same responsibilities as a Service desk analyst, but I began to take on the more difficult and challenging cases. These are usually cases that have been escalated as the previous engineer has exhausted all their option, or simply does not have access to something. Responsibilities: • Act as an escalation point for cases • Assist engineers on their cases if they are struggling • Coach/train junior team members • Taking ownership of complex incidents • Provide feedback to the service desk team leader where and when required • Assisting with upgrades of software and live systems
The primary service desk analyst role is providing first level and second level support through taking calls and handling the incidents or support requests, using Microsoft Dynamics CRM to manage and update customers. Responsibilities: • Create a service case upon phone call/email • Manage and update cases efficiently so that SLA is not breached • Working on incident and service request tasks • Escalating incidents and service requests to the next level of support if necessary • Provide 1st line support • Remotely access customer environments to carry out diagnostics and troubleshooting From July 2015, I also took on the role of sales for Compuserve Live. This involves providing quotes and orders for customers for thing such as PC, monitors, Microsoft Office, anything office based. Over the past year, I have taken of a higher sales role and started doing quotes and orders for routers and servers.
In my CRM role at Fuelsoft, I advanced from case management to leading on complex, customer-specific CRM solutions. I worked closely with clients to understand how each used Dynamics 365 and tailored systems to match their unique business needs. Key responsibilities and achievements: Customised Dynamics 365 CRM forms and fields for both internal and customer use. Managed user creation, permissions, and system configuration. Designed and implemented workflow automations to streamline business processes. Upgraded customer CRM environments from version 8.2 to 9.1, including server and SQL updates. Delivered internal and client training sessions, creating tailored materials and training plans. Earned ClickDimensions certification. Gained foundational skills in SQL and JavaScript for CRM customisation. This role deepened my expertise in Dynamics 365 CRM administration, system upgrades, and customer-specific solution design.