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About the Role

As a D365 BC Support Analyst, you will be the first point of contact within our Business Central Managed Services team, diagnosing issues, resolving them at first contact, and escalating complex problems to specialists with necessary context. The role aims to reduce disruption, improve customer experience, and ensure a responsive, commercially sustainable managed service.

Responsibilities

Improve the efficiency and consistency of the Business Central managed service.
Investigate and resolve familiar functional and user issues across Business Central.
Apply practical troubleshooting rather than simply passing tickets on.
Escalate issues to second or third line when specialist input is required.
Provide clear evidence, investigation notes, and customer context for quick action by the next team.
Log, categorize, and prioritize incidents and service requests accurately.
Monitor progress, follow up on open cases, and prevent tickets from becoming stuck.
Keep customers informed throughout the support lifecycle.
Set clear expectations, explain progress in straightforward language, and maintain confidence.
Document useful resolutions.
Contribute to the internal knowledge base.
Share recurring themes with the wider team.
Support the onboarding of new customers.
Help improve how the managed service operates.

Requirements

Take ownership of a problem rather than simply processing a ticket.
Be curious and methodical when the cause of an issue is not immediately clear.
Communicate calmly and clearly, particularly when a customer is under pressure.
Understand when to continue investigating and when to bring in specialist support.
Balance speed with accuracy and prioritize according to customer and business impact.
Look for patterns and use learnings to make future support faster and more consistent.
Work well across teams and make it easier for others to progress an issue.
Bring practical experience of supporting Business Central, ideally within a managed-services or MSP environment.

Skills

Business Central
Troubleshooting
Customer Communication
Ticket Management
Knowledge Base Contribution
Service Improvement
Prioritization
Problem Solving

Location

Remote

Work Type

Remote
Full-time

Experience Level

First-line support experience
Managed services experience
MSP experience

Benefits

Unlimited Holiday
Fully funded training programs

About the Company

Infinity Group is an innovative Microsoft Cloud Solution Partner based in the UK.
We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington.
Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.