Job Summary
Crowe’s expertise in implementing and supporting Microsoft Dynamics in the Steel Industry is second to none and with an increasing number customers going live.
The Support job is to oversee and ensure timely delivery of quality functional and technical support services to the end users by our support team, in concert with our client’s internal Helpdesk team. This requires knowledge of the Microsoft Dynamics 365 software and effective personnel management skills.
We are utilizing state of the art ITSM (Service Now, Azure DevOps) technology to log and manage all support requests and incidents. We expect you to coordinate the support cases across all levels (L1-L3) and ensure that agreed service levels are achieved. You will be responsible that the staff meets and exceeds expectations in regards to requirements, performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
The duties of a Crowe Support
The main activity of a Crowe Support Sr. Staff is the coordination with the user community through the customer’s internal helpdesk. As such your activities are a combination of the following tasks:
•Oversee, manage and coordinate all requests, incidents and problems that are logged in our ITSM
•Be personally involved in all urgent and complicated support issues
•Act as an escalation point for all requests and incidents
•Manage all escalation processes with all parties involved
•Determine root cause of issues an communicate appropriately to all parties involved
•Train, coach and mentor assigned Support Team Members, and advice on their Career development activities
•As needed, schedule employees working times and provide backup support
•Assist in case transfer between teams (i.e. Local team to international team)
•Create weekly, monthly and quarterly reports based on KPI’s and SLA’s
•Ensure our Service Desk system is the single source of truth for all logged cases.
•Review and improve ticket resolution processes
•Monitor and manage case queue
•Participate in escalated calls as needed
•Advise management on situations that may require additional client support or escalation.
•Manage process for communicating outage/emergency activities to the organization.
•Manage ISV relationships as it depends on daily operational needs.
•PO review and approval/budgeting responsibility.
•Review survey feedback to improve services, tools and support experience.
•Keep confidential all applicant, client, and verification and company proprietary information.Company Overview
Your Journey at Crowe Starts Here:
At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us! Qualifications
•Industry certifications and/or previous experience may also be necessary
•2 years of experience within the last 5 years providing on-site support and troubleshooting in Microsoft AX or Microsoft D365
•2 years of experience within the last 5 years working as a Help Desk Specialist using ITSM tools
•Relevant IT related diploma, degree or certifications
•Strong communication skills in the English language. Bilingual is always an asset.
•Prior consulting organization experience preferred
Build a Successful Future in Consulting
At Crowe, Consulting professionals provide thought leadership, process expertise, technology insight and help clients identify, assess, evaluate, and reduce risks. Our Consulting professionals serve large organizations across many industries in an environment where innovation and new ideas are highly encouraged. Through various programs, we provide you with learning and reinvention through high-impact formal and systemic training, including industry, solution, technology, and consulting training, as well as certification. You will be part of a strong global team environment with a fast-paced, challenging, and collaborative setting.
At Crowe, we strongly endorse an open door policy. Our partners are approachable and accessible across the entire organization. Our team-based culture encourages partners to be in touch with our professionals and active on client projects. The partners of our company lead by example and maintain a strong two-way channel of communication with their teams. We strive to create an environment that is relaxed, fun, dynamic and fulfilling. Our team-based culture has not only resulted in successful projects, but in long lasting friendships as well. Overall, our people find their career choices to be highly rewarding and fulfilling.
HOW YOU CAN GROW:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and dreams.
Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent... For full info follow application link.
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