Benefits
26 days holiday plus bank holidays, Enhanced Pension Plan, Private Health Single Cover, Life Assurance, Company Car – job need if required for the role, Career progression with our Training and Development programme, Cycle to Work Scheme, Oracle benefits; including Cashback, voucher codes, shopping vouchers, reloadable cards, discount holidays etc., Eye Care Vouchers, Share Save schemes, 1 Professional Subscription per annum., Paid voluntary work, we will consider requests for flexible working where possible
About the Company
At Morgan Sindall Property Services (MSPS) we believe that talented people are key to our success. There’s nothing that excites us more than finding and developing talent and empowering people to be the best they can be.
We are the leading provider of building maintenance services within the public sector; providing repairs, planned & void refurbishments and compliance services to over 200,000 properties nationwide.
As a company we love pushing boundaries, challenging the status quo and doing things differently to provide the best possible outcomes for our employees and customers. Whether it’s investing in new technology, developing the careers of our people or creating last legacies within the communities we work; we love knowing that we keep moving forward.
About the Team
MSPS operates a decentralized philosophy. This means that while we maintain a strong and consistent approach to the way we work, our teams and contracts have the flexibility to tailor and adapt their delivery to meet the needs of our customers.
With over 30 different contracts nationwide, our teams are empowered to make decisions based on what is right for the project, ensuring our customers always comes first.
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.
- 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
- Experience within IT service delivery
- High standard of Incident and Problem management experience
- Strong understanding of Microsoft Dynamics D365
- Field Services support experience
- Full or Automatic UK driving licence held for minimum 12 months
To be part of a successful team and build your future career with Morgan Sindall please apply now.
MSPS are proud to support the resettlement of armed forces personnel
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.