IT Help Desk Specialist

Job Title: IT Help Desk Specialist – Microsoft Dynamics 365Job SummaryThe IT Help Desk Specialist is responsible for providing first-line technical and functional support to end users, ensuring the smooth operation of IT systems and Microsoft Dynamics 365. The role involves troubleshooting issues, managing service requests, supporting hardware and software, and maintaining high levels of user satisfaction. Key ResponsibilitiesProvide first-line technical support to employees via phone, email, and ticketing systems. Troubleshoot and resolve hardware, software, network, and system-related issues. Support users on Microsoft Dynamics 365 and assist with functional and technical inquiries. Log, track, prioritize, and resolve incidents and service requests according to SLA requirements. Escalate complex issues to the appropriate IT teams or external vendors when necessary. Manage user accounts, permissions, password resets, and access rights. Install, configure, and maintain desktops, laptops, printers, and other IT equipment. Assist in testing system enhancements, updates, and new releases within Dynamics 365. Create and maintain technical documentation, user guides, and knowledge base articles. Conduct user training sessions and provide guidance on system usage and best practices. Monitor system performance and identify opportunities for process improvement. Ensure timely follow-up and communication with users regarding support requests. Qualifications & ExperienceBachelor's degree or Diploma in Information Technology, Computer Science, or a related field. 2–5 years of experience in IT Help Desk, Technical Support, or Application Support. Experience working with Microsoft Dynamics 365 (CRM, Finance & Operations, or Business Central). Good knowledge of Microsoft 365 applications (Outlook, Teams, SharePoint, Excel, etc.). Familiarity with ticketing systems and IT service management processes. Basic understanding of networking, operating systems, and database concepts. SkillsStrong troubleshooting and problem-solving skills. Excellent customer service and communication skills. Ability to manage multiple tasks and prioritize effectively. Analytical thinking and attention to detail. Ability to work independently and within a team. Knowledge of ITIL practices is preferred. KPIsTicket resolution time. First-call resolution rate. User satisfaction score. System uptime and support response time. Number of tickets resolved within SLA.