Dynamics 365 Functional Analyst

Gate Gourmet; Zürich; On-site; MXN 201,000 - 312,000; Full time

Job summary

Gate Gourmet is seeking a Service Desk Analyst to act as the first point of contact for inbound support calls, triage and diagnose faults, and log incidents with complete data.

You will provide timely technical solutions within SLAs, escalate when needed, monitor incidents, and keep end users informed with proactive updates while maintaining knowledge base content.

This role supports 7x24x365 operations and requires a strong communication and customer-focused approach.

Qualifications

• First point of contact for the Service Desk and front-line inbound support.
• Triage and diagnose reported faults using standard fix protocols.
• Accurately log incidents and capture all relevant data.
• Maintain knowledge base content with commonly reported problems and resolutions and troubleshooting steps.

Responsibilities

• Provide end users with a technical solution within Service Level Agreements.
• Escalate incidents where a first-time fix is not possible to the relevant internal resolver group.
• Monitor, progress, and resolve incidents while ensuring customer satisfaction through proactive updates and escalation when necessary.
• Escalate potential service issues with Team Leader/Service Desk Manager as needed.
• Follow up on calls and coordinate with 3rd party resolvers to meet contractual SLAs.
• Manage Service Desk emails (Governance).
• Adhere to time and metric tracking.

Skills

Customer service

Incident management

Problem diagnosis

Communication

Job description

• Act as First point of contact to the Service Desk / Front all inbound support Calls
• Triage and Diagnose reported faults applying standard fix protocols as required.
• Accurately log incidents and ensure all relevant data is captured.
• Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
• Escalate incidents where a first-time fix is not possible to relevant internal resolver group.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
• Escalate potential service issues initially with Team Leader/Service Desk Manager
• Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
• Manage Service Desk emails (Governance)
• Finding ways to improve the overall customer experience
• Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
• Documents and communicates related IT standard policies and procedures as defined by management;
• Inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk;
• Assists on related projects and activities as assigned by management;
• Adherence to time and metric’s tracking.
• Advise management of any issues that need immediate attention or that will affect service levels

If you want to be part of a team that helps make travel and culinary memories, join us! gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents. We work in an exciting industry – fast-paced and ever-changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast-paced and truly international working environment. For further information, please visit www.gategroup.com.