Vacancy details

This vacancy is now closed

Morgan Sindall Property Services Limited
Vacancy title
2nd Line Support Analyst
Contract type
Full time permanent

Salary: From £25,000 

About Us

Morgan Sindall Property Services provides integrated property maintenance services to both the public and private sector, with particular expertise in housing and public building maintenance.

We are the nation’s complete housing solutions specialist with over 30 years’ experience within the affordable housing sector. We provide planned and reactive maintenance to over 200,000 domestic properties nationwide and have a significant portfolio of large-scale framework refurbishment programmes. Our main areas of expertise include: building management systems, day-to-day responsive repairs, void property refurbishments, programmed maintenance, and electrical and gas installations, servicing and repairs.


About The Role

Working as part of the Service Delivery team to provide 2nd line support for of all the MSi (Morgan Sindall Integrated) applications and services. The MSi applications, include but are not limited to, Microsoft CRM D365, ClickSoftware, Unipart Remote Warehouse, Microsoft LogicApps, Microsoft Portals, MCLS3 and Rant & Rave. These applications are fundamentally critical to the effective delivery of the end-to-end business process.

Job Responsibilities:

  • The effective day-to-day management and resolution of incidents raised by internal customers and external clients, in accordance with Service Level Agreements, documented processes and procedures; and provision of technical expertise on assigned project/support activity.
  • Triage and resolve D365 CRM, ClickSoftware Field Service Tier-1 and Tier-2 support requests by providing superior help desk services as measured by ticket quality, call quality, resolution quality and timing, and overall customer satisfaction
  • Own the D365 CRM and ClickSoftware Field Service support queues and ensure cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution
  • Responsible for tracking all cases along with all activities (notes, phone calls, emails) within our internal ticketing system and constantly keeping these cases up to date
  • Deliver exceptional customer service and ensure all Service Level Agreements (SLAs) are met.
  • Completing daily housekeeping routines and systems monitoring activities.
  • Coordinate user requests with external vendors according to policies and procedures.
  • Proactive communication with our customers to strengthen our partnership
  • Participate in tasks relating to base configuration, data conversion, feature testing, solution testing, and user acceptance testing as needed to support implementation teams
  • Perform end user training for customers in a one-on-one, virtual webinar and classroom style settings
  • Proactively work to improve existing Support procedures, processes, and tools


About You 

  • Strong understanding of Microsoft Dynamics D365 (Minimum 12 months experience)
  • Experience working within an Enterprise IT environment
  • Strong understanding of ITIL Principles including Incident and Change Management
  • Field Services support experience
  • Is self-motivated, takes initiative and has excellent problem-solving skills.
  • Is an analytical, creative, and conceptual thinker.
  • Excellent communication skills and ability to communicate effectively across all levels of the organisation and customers.

To be part of a successful team and build your future career with Morgan Sindall please apply now.

This is a fantastic opportunity to join one of the leading industry sector companies where we recognise the value of diversity, flexible working and that talented people are key to our success.

Closing date: 01 March 2019

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