Dynamics 365 Functional Analyst

Gategroup; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A global service provider in Mexico City is seeking motivated individuals for a Service Desk role. Responsibilities include managing support calls, diagnosing issues, logging incidents, and ensuring customer satisfaction. Ideal candidates should be proactive in resolving service issues and finding improvement opportunities. This role operates within a global Service Desk, requiring availability across shifts.

Responsabilidades

• Act as first point of contact to the Service Desk and handle 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 update incidents logged on the Incident Management system.
• 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 groups.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction.
• 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.
• Find ways to improve the overall customer experience.
• Maintain content within a knowledge-based computer system.
• Document and communicate related IT standard policies and procedures.
• Handle inbound phone calls and emails during an assigned shift.
• Assist on related projects and activities as assigned by management.
• Adhere to time and metrics tracking.

Descripción del empleo

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Responsibilities include:

• Act as first point of contact to the Service Desk and handle 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 update 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 groups
• 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)
• Find ways to improve the overall customer experience
• Maintain content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps
• Document and communicate related IT standard policies and procedures as defined by management
• Handle inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk
• Assist on related projects and activities as assigned by management
• Adhere 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!