Job Description

About Node4

We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People

We are:

Nimble – We focus on what matters most, adapt fast and embrace change

Original – We think differently, stay curious and innovate

Driven – We are bold, bring energy and own the outcome

Engaged – We operate as one, building strong relationships

4 More – We always go further for our people, customers and partners

About the role

We are looking for somebody to join our fast-growing Service Desk team as a Dynamics 365 CE and

Power Platform Support Consultant.

Node4 has seen growth year on year and as such we now identify the need to acquire additional

talented consultants with a Business Central focus. The successful candidate would be joining the

team in a remote capacity, however, may on occasion be called into our offices in the UK as needed.

As the single point of contact between the end-customer and the service being provided, Node4

Service Desk Consultants deliver a customer-centric service by managing communications

professionally and progressing tickets in accordance with agreed Service Level Agreements.

Key Tasks and Responsibilities

• Providing triage, investigation, request fulfilment, diagnosis, ownership, monitoring, tracking, resolution, and communication of tickets.
• Restoring ‘normal operational service’ as quickly as possible for customers, managing user communication and where necessary escalating tickets using defined procedures. Our aim is to do this without the need for further escalation where possible.
• Providing remote and, if required, in person hands on functional and technical knowledge as well as managing long-term client relationships within the context of the role
• Managing Support channels (portal, email, and telephone), ensuring all interactions are logged and managed through to resolution.
• Production of regular and ad-hoc customer reports · Conducting monthly/ ad-hoc / user satisfaction call-backs/ surveys
• Identifying areas for improvement within the service desk and collaborating with others across Node4 on company-wide improvements
• Presenting new features introduced in releases by Microsoft and involved in Evergreening customer sites.
• Bringing your personal energy and enthusiasm to your work for clients and for Node4.

What will you bring?

• You will have ideally 2 years+ of experience in a service focused role providing applications
• support on Dynamics 365 CRM/Power platform.
• Preferably you will have practical experience working within a Service Desk environment.
• Microsoft –ideally you will have achieved professional certification (AB-410) or working
• towards the exam.
• Confident nature with professional interpersonal communication skills. You will have the
• ability to talk about technology, using business concepts that resonate with business
• stakeholders.
• Proactive communicator and willing to share information. Good verbal and written
• communication skills are essential.
• Exercises good judgement, knows when to flag issues and when to deal with independently.
• An understanding of ITIL best practice is preferred.
• An enthusiasm to progress a career within a professional Dynamics Customer Engagement context.
• Comprehensive knowledge of CRM.
• Understanding of the Dynamics 365 & Power Platform environments.
• Knowledge of Microsoft Contact Centre beneficial.
• Experience in administrating SharePoint.
• ITIL Foundation Exam –passed or would be expected to pass after joining.
• Security Clearance is preferable.

Stakeholder Management – your role necessitates liaison with multiple internal and external stakeholders, so the ability to communicate openly and clearly with staff at different levels is an important skill. You will also be good at documentation and have an eye for detail.

Process Driven – you will understand the importance of efficient processes to ensure that we can provide great service. We adopt the ITIL4 methodology within our service desk.

Confidence – the role does demand that you are comfortable talking to business stakeholders where you are leading both the input and the output. Confidence to challenge colleagues, confidence to articulate a different view, whilst ensuring everyone remains engaged throughout.

Training – as a confident operator, you are able to produce training materials and deliver training to users, so they are capable of operating within the Microsoft platfor

What can we offer you?

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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