Dynamics 365 Business Central Service Desk Analyst
£40,000 to £55,000
Location: Remote
OVERVIEW
Overview
Are you an expert in Microsoft Dynamics 365 Business Central with hands-on manufacturing experience? We’re looking for a Service Desk Analyst to be the front-line contact for our customers, providing exceptional technical support and functional guidance—particularly for manufacturing operations but overing the full Business Central solution.
This role goes beyond ticket resolution. You'll deliver advice and training through live sessions, recorded content, and team calls—helping customers get the most from their system. Your insights and expertise will play a vital role in ensuring customers feel supported, confident, and empowered in their use of Business Central.
What You’ll Bring: Manufacturing Expertise (Essential)
You’ll be the go-to person for all things manufacturing in Business Central. We’re looking for someone confident in:
- Resolving Production Order and BOM posting issues
- Explaining capacity planning, routing logic, and calendar setup
- Guiding users through output and consumption posting, flushing methods, and journal entries
- Identifying data integrity issues, missing lines, or version control problems
- Helping users navigate load balancing, rescheduling, and inventory planning
- Offering pragmatic advice to reduce WIP, improve forecasting, and optimise production runs
Your ability to translate technical concepts into real-world manufacturing solutions is key.
Key Responsibilities
Customer Support
- Be the first point of contact for technical support, providing clear, concise, and empathetic guidance
- Offer practical advice on how customers can better utilise their system
- Deliver training via Teams sessions, workshops, and recorded videos
- Encourage use of self-service resources and guide users through onboarding
Ticket Management
- Accurately log and prioritise tickets, ensuring SLAs are met (1hr response, 8hr resolution)
- Resolve issues thoroughly, aiming for root cause—not just a quick fix
- Escalate appropriately with detailed handovers where needed
Collaboration
- Work cross-functionally with consultants, developers, and other teams
- Contribute to team huddles, knowledge sharing, QA reviews, and handovers
- Support broader departmental goals by meeting deadlines and KPIs
- Be our manufacturing ambassador for the Technical Team
Continuous Improvement
- Actively seek learning opportunities through training, research, and certification
- Spot trends in issues and suggest fixes to prevent reoccurrence
- Help shape internal processes and improve service delivery
Compliance & Security
- Adhere to GDPR and data privacy standards
- Ensure transparency and audit-readiness for all data fixes and changes
Main Tasks
- Handle customer calls and emails efficiently, ensuring timely and professional responses
- Keep all customer and ticket information updated in internal systems
- Manage software version upgrades and keep customers informed
- Liaise with suppliers or 3rd parties where necessary
- Create and maintain customer-facing documentation and training materials
- Deliver webinars and contribute to content for customer education
- Offer solution advise to our customers to enhance their adoption and enablement of the solution
- Stay informed on industry and legislative changes affecting our customers
- Support company strategies, values, and continuous improvement culture
What You’ll Need
Qualifications
- AAT Level 2 (or equivalent experience in finance/manufacturing support)
- MB-800 (or strong demonstrable experience)
Technical Experience
- Minimum 2 years supporting Dynamics 365 Business Central across multiple clients
- Strong experience with Business Central’s manufacturing functionality (Production Orders, BOMs, Routings, etc.)
- Excellent understanding of Excel and the Microsoft 365 suite
- Familiarity with ticketing systems like Halo, Zendesk, or ServiceNow
- Experience with remote support tools and modern collaboration platforms
- Working knowledge of ITIL or similar frameworks (preferred)
So, who are we?
The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support accounts software and EPOS solutions. We offer our customers a range of the best market-leading products and services to streamline complex business processes and increase efficiency. We have 3 offices including our head office in Scunthorpe, an office in Hull and another office in Peterborough.
Why work for us?
Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience.
Accredited to The Living Wage Foundation, we are a Real Living Wage Employer and this year we achieved “Outstanding” accreditation with Best Companies... However, we’re not going to stop there and are focused on achieving 3 Star “World Class employer to work for” accreditation in the future.
That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive.
So, on top of the normal benefits, we think some of the amazing reasons to join us are:
- 28 days of holiday, plus bank holidays = 36 days holiday total! – Prorated for part time employees.
- Option to sell back holiday*
- Salary Sacrifice Pension Scheme*
- A pro-active team of staff who organise regular social events and sporting activities – This includes a Mid-Year and Year End Appreciation Party. We also have a number of themed office days including for Pancake day and also to support our chosen charity
- A friendly inclusive environment across the whole office – we really are a great bunch!
- Enhanced Bereavement Leave, with our “Time to say goodbye leave”
- Casual business dress code (with option to choose from our free workwear wardrobe selection)
- Christmas Thank You Bonus *
- Support and guidance from your very first day!
- Tailored Training Plans to support success in your role.
- Personal Development Plans to support career advancement.
* Length of service / eligibility criteria
Salary range between £40,000 to £55,000 per annum (depending on experience).
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.