ERP Support Analyst – 10051CA

Website Proactive IT


£35k per year

Job Title: ERP Support Analyst

Location: Andover


Main Purpose of the Role:

You will be responsible for providing effective day-to-day delivery of first and second-line support services and functions, both technical and non-technical. The IT Support Team will be expected to resolve calls and requests in accordance with defined service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests.


Key Responsibilities:

  • Respond to user requests, diagnose, categorise, and prioritise incidents effectively, ensuring as many incidents and requests are resolved at the first point of contact using the tools and knowledge sources available. Keep users informed of progress, providing outstanding customer service at every stage.
  • Keep customers informed of the progress of incidents and requests by updating the Service Desk tool in a timely and accurate manner, ensuring that others can interpret the information.
  • Identify and escalate calls to the Service and Support Manager where the resolution falls outside agreed targets.
  • Manage and maintain ERP systems data
  • Scheduled on-call support evenings, weekends, and bank holidays.


Knowledge Required:

  • Must have experience working in a Dynamics 365, Dynamics NAV, Dynamics AX, or other ERP environment.
  • Proven experience and knowledge of ERP systems.
  • Proven experience of working in an internal customer/user-facing role.
  • Excellent organisational skills with the ability to prioritise tasks and work under pressure.
  • Well-developed communication skills, including an excellent telephone manner.
  • Computer Literate (Microsoft applications to an advanced level).

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

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