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About the Role

We are seeking an IT Help Desk Specialist to offer first-level technical and functional support to users, ensuring effective performance of IT infrastructures and Microsoft Dynamics 365 platforms. The specialist will address troubleshooting, service requests, hardware and software assistance, and maintain a high standard of user satisfaction.

Primary Duties

Deliver initial technical assistance to employees through telephone, email, and ticketing tools.
Analyze and resolve problems related to hardware, software, networks, and system functionalities.
Provide support and answer both functional and technical questions about Microsoft Dynamics 365.
Document, prioritize, and close incidents and service requests in alignment with SLA guidelines.
Refer challenging issues to suitable IT units or external partners when needed.
Administer user accounts, access permissions, password recovery, and rights management.
Install, set up, and maintain computers, printers, and other technical equipment.
Participate in verification of system upgrades, new features, and updates for Dynamics 365.
Develop and update technical guides, manuals, and knowledge base entries.
Conduct training sessions to educate users on system use and best practices.
Oversee system operation and identify areas for procedural improvement.
Maintain timely communication and follow-up with users for support submissions.

Required Qualifications and Experience

Possess a bachelor's degree or diploma in Information Technology, Computer Science, or a related discipline.
Hold 2 to 5 years experience in IT Help Desk, Technical, or Application Support roles.
Experience with Microsoft Dynamics 365 modules such as CRM, Finance & Operations, or Business Central.
Proficient in Microsoft 365 tools including Outlook, Teams, SharePoint, and Excel.
Knowledgeable about ticketing platforms and IT service management workflows.
Basic insights into networking, operating systems, and database fundamentals.

Skills and Abilities

Proven capability in troubleshooting and analytical problem solving.
Strong communication and customer service aptitude.
Competent in managing multiple priorities effectively.
Detail-oriented with good analytical skills.
Able to function autonomously and collaboratively.
Familiarity with ITIL practices is advantageous.

Key Performance Indicators

Speed of ticket resolutions.
First-contact resolution rate.
User satisfaction ratings.
System availability and responsiveness.
Compliance with ticket resolution SLAs.

IT Help Desk Specialist - Microsoft Dynamics 365