Dynamics Service Desk Consultant

Company culture

Transparity is a fast-growing IT company focusing on Microsoft Cloud based solutions. Our culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.

Job Overview/Purpose

The Service Desk is a function within the Business Application practice aimed at delivering work for existing customers outside of a system implementation project, where the work is also not considered helpdesk support. Typical requests are for a duration of under 15 consultancy days and involve one or more of the following:  

• System modifications (process customisations and/or integrations with other systems) 

• Implementation of previously unused modules of their Dynamics system 

• Requests for consulting services on ad-hoc basis, training and others.  

The service desk works closely with customers in identifying, logging and managing requests; with the Dynamics Business Application account management team to ensure commercials are in place for the work; and with the Dynamics practice consultants, developers and architects to ensure the requested work is delivered to customer satisfaction.

Main Duties and Responsibilities

The position of Dynamics Service Desk Consultant focuses on organising the delivery of request by existing customers, outside of a system implementation project and outside of the helpdesk support function.  

Responsibilities include:  

• Logging and updating requests in the requests management system 

• Understanding how a request needs to be progressed internally based on its type 

• Organising a quotation for the request with the delivery team  

• Liaising with customers and the account management team to ensure commercial cover is in place for the work. 

• Organising the various phases of the work with the delivery team: analysis, design, build, deployment and operation. 

• Providing customers with regular status updates on the work requested. 

• For Customers with multiple requests, coordinating the prioritisation of delivery. 

• Holding periodic meetings with key customers to ensure their needs are met. 

• Ensuring work delivered by the service desk is correctly invoiced to customer.  

• Working closely with the Dynamics practice management team to help maximise consultants’ utilisation and avoid resourcing conflicts. 

• Contributing to continuous improvement of the service desk processes and internal knowledge sharing. 

Skills, experience and qualifications

• Good customer communication and relationship skills. 

• Ability to manage and prioritise multiple requests. 

• Strong documentation and communication skills. 

• Strong collaboration skills and ability to coordinate with different teams. 

• Enthusiastic, proactive and interested in developing deeper expertise in delivering Microsoft technologies. 

Disability Confident

Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees.  We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms.  The diversity in our team is what helps our business work so well.   

To find out more about our disability commitment please contact People & Culture or ask during the interview. 

Our Offering

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey: 

• To work at a 3* World Class Best Company  

• Flexibility over where you work with our Winning from Anywhere® approach  

• 25 days holiday  

• Home working allowance paid monthly  

• Winning from Anywhere® allowance to help your set up at home  

• 24/7 GP at hand  

• Immediate 24/7 access to an Employee Assistance Programme  

• We’ll support you when you’re not well with our Company sick pay scheme  

• 4x base salary life assurance 

• Private health insurance after a successful year’s service  

• Enhanced parental pay and leave, supporting you with those precious life moments  

• Access to the Perkbox platform to help make your money go further  

• Cyclescheme  

• Electric car scheme  

• And many more!