Support Desk Analyst – LS Central, Dynamics Business Central

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Deliver first- and second-level application support for users of LS Central and Microsoft Dynamics 365 Business Central.

• Address incidents and fulfill service requests efficiently.

• Serve as the main point of contact for LS Central customer support inquiries.

• Log, triage, investigate, and resolve incidents and service requests in accordance with established SLAs.

• Diagnose functional problems within LS Central and Microsoft Dynamics 365 Business Central.

• Elevate complex or high-priority issues to senior support analysts, ERP consultants, or development teams.

• Keep customers informed about the status of their issues and resolutions.

• Assist in day-to-day LS Central operations, including configuration changes, user assistance, and data corrections.

• Aid in minor enhancements and operational requests.

• Adhere to support processes, procedures, and escalation protocols.

• Maintain updates in the support ticketing system.

• Create and update knowledge base articles and application support documentation.

• Contribute to runbooks and standard operating procedures.

• Document recurring incidents and identify opportunities for service improvement.

• Collaborate with Senior Support Analysts, ERP Consultants, and Developers.

• Engage in root cause analysis for recurring issues.

• Assist in the transition and handover of projects into Business-as-Usual support.

• Share ideas to enhance support processes, system stability, and customer experience.

• Build functional expertise across LS Central modules and Microsoft Dynamics 365 Business Central.

• Develop an understanding of retail and hospitality business processes.

• Participate in training, mentoring, and certification initiatives.

• Continuously enhance technical and functional skills within the ERP support environment.

⛳️ Requirements

• Proven experience in an application support, service desk, or customer support position.

• Strong problem-solving and analytical skills.

• Capability to diagnose and troubleshoot functional application issues.

• Experience in managing multiple support tickets and prioritizing tasks effectively.

• Familiarity with service management or ticketing tools.

• Exposure to LS Central (LS Retail) or Microsoft Dynamics 365 Business Central is a plus.

• Background in supporting ERP, retail, hospitality, or other essential applications is advantageous.

• Knowledge of ITIL-based support processes is beneficial.

• Eagerness to develop functional expertise in LS Central and Business Central.

• Excellent written and verbal communication skills.

• Ability to communicate effectively with customers and internal technical teams.

• Customer-centric approach.

• Skill in explaining technical or functional issues clearly and professionally.

• Strong attention to detail and accountability for assigned issues.

• Ability to prioritize tasks based on urgency and business impact.

• Collaborative mindset with senior analysts, consultants, and developers.

• Proactive attitude towards learning and professional growth.

• Preferred tertiary qualification in Information Technology, Business, or a related field.

• Willingness to pursue Microsoft Dynamics and/or LS Retail certifications.

🏝️ Benefits

• Compensation in Australian Dollars.

• Medical insurance from day one for you and your spouse (or parents if unmarried).

• Comprehensive OPD coverage for doctor visits and all medical needs.

• Home office setup allowance.

• Internet allowance.

• Gym and wellness allowance.

• Regular team events and engagement activities.

• Diji Assist mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture.

• Flexible work environment – remote or in-office.

• Rewards and recognition programs.

• Holiday parties for Christmas and financial year-end.