CRM Support

Bangalore | Kerv Digital | Full-time

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Role – Support Analyst – MS Dynamics CRM Technical

Where the job is based: Bangalore

Experience: 3-7 Years

This role requires working in the UK shift and occasional out-of-hours working to support customer interests.

Who we are:

Kerv Digital (previously known as cloudThing) solve complicated problems with great digital experiences. We combine Power Platform, DevSecOps, Data Science and Software Engineering to achieve measurable business outcomes for our clients. Headquartered in Birmingham and part of Kerv, we are part of a £50m revenue global organisation, with over 450 employees, working with over 800 sector-leading clients, with offices in London, Birmingham, and Bangalore.

Kerv is an ethically led organisation, and we are proud of our values. Our mission to Build Future and make a positive difference in society helps guide us to choose to work primarily with Nonprofit and Public Sector organisations. We encourage all our developers and designers to embrace the latest technologies, frameworks, and cloud deployment platforms to help our clients achieve more. We relish the difficult problems and integration challenges and guarantee our developers are never bored.

We are proud to be certified as a Great Place to Work by independent assessors in both the UK and India. We can offer you an inclusive, collaborative atmosphere to develop your skills as part of a global multi-discipline development team with opportunities to be mentored by forward-thinking architects.

Join us today to work closely with household name clients, build your technical prowess, and make new friends along the way.

Responsibilities:

·       Run the managed services queue, providing first point contact for all tickets

·       Respond to all incoming tickets within the boundaries of the SLA

·       Maintain a professional manner in all client communications

·       Assign tickets to the appropriate consultant for resolution

·       Where possible, resolve the problem without passing it onwards (first time fix)

·       Respond to client queries on ticket status

·       Escalate where necessary to the managed services principal

·       Ensure excellent service is provided to all managed services clients

·       Participate in improvement to our ITIL based framework for good practice managed services operation

·       Identify risks and mitigate or communicate as necessary 

 

Required Skills:

·       Knowledge of the principles of managed services 

·       3-5 years experience within D365 helpdesk support  

·       Good troubleshooting 

·       Excellent in engaging and collaborating within a team 

·       The ability to manage multiple cases & distribute work  

·       A good understanding of Dynamics 365 CRM in particular with customizations  

·       Basic knowledge/understanding on JavaScript, Plugins 

·       Basic knowledge of SSRS 

·       A good understanding of Microsoft 365/Office 365 

·       Good knowledge on security groups & the relation to D365 

·       Excellent knowledge across all aspects of Dynamics 365 CRM including Power Apps, customisations (entities, fields, forms views, dashboards and security roles), power automate, workflows, power pages, Javascript & C# plugins 

·       Good knowledge on Dynamics 365 roles 

·       Ability to deliver training (internal & external)  

 

 Desirable Skills:

Candidates are expected to have some of the following skills;

·       Working in a professional environment 

·       Broad experience in office technology 

·       3-5 Experience supporting Dynamics 365 

·       Experience within a helpdesk capacity & ticketing helpdesk 

·       Excellent troubleshooting abilities & the confidence to take ownership 

·       Experience working with Power Apps (Model Driven & Canvas Apps)  

·       Experience with customisations (customizing entities, fields, forms, views, dashboards & security roles)  

·       Experience with automation such as Power Automate & Workflows  

·       Experience with joining clients call & the confidence to lead calls  

·       Power BI experience (preferrable, not required)  

·       Power Pages (preferrable, not required)  

·       JavaScript & C# plugins is preferrable, but not required 

·       Experience collaborating with Microsoft for resolutions  

·       The ability to manage time & record time (Required) 

 

Don’t take our word for it though, check out our impartial Glass Door reviews

 

More on

equality

At Kerv, we’re building something special and we’re building it to last. We want

everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating

exceptional solutions together.

 

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