Dynamics 365 Functional Analyst

This role serves as the primary point of contact for a global Service Desk, handling inbound support calls and emails to triage, diagnose, and resolve technical incidents within agreed service level agreements. The position involves managing incident logs, escalating complex issues to internal resolver groups, and collaborating with third-party vendors to ensure contractual SLAs are met. Additionally, the role contributes to improving customer experience by maintaining knowledge base content and documenting IT policies and procedures.