IT Help Desk Specialist – Microsoft Dynamics 365

About the role

The IT Help Desk Specialist provides first‑line technical and functional support to employees, ensuring the smooth operation of IT infrastructure and Microsoft Dynamics 365 applications. The role focuses on rapid issue resolution, user assistance, and maintaining high satisfaction levels.

Key responsibilities

• Respond to employee requests via phone, email and ticketing system, troubleshooting hardware, software, network and system issues.
• Provide functional and technical support for Microsoft Dynamics 365, including CRM, Finance & Operations or Business Central.
• Log, prioritize and resolve incidents and service requests in line with SLA targets, escalating complex cases when needed.
• Manage user accounts, permissions, password resets and access rights.
• Install, configure and maintain desktops, laptops, printers and related equipment.
• Assist in testing and deploying Dynamics 365 updates, enhancements and new releases.
• Create and maintain technical documentation, user guides and knowledge‑base articles.
• Conduct user training sessions and advise on best practices.
• Monitor system performance and suggest process improvements.

Required profile

• Bachelor’s degree or diploma in Information Technology, Computer Science or a related field.
• 2–5 years of experience in IT Help Desk, technical or application support.
• Hands‑on experience with Microsoft Dynamics 365 (any module).
• Good knowledge of Microsoft 365 applications such as Outlook, Teams, SharePoint and Excel.
• Familiarity with ticketing systems and IT service management processes.
• Basic understanding of networking, operating systems and database concepts.

Required skills

• Microsoft Dynamics 365
• Microsoft 365 (Outlook, Teams, SharePoint, Excel)
• Ticketing system usage
• Windows operating system support
• Networking fundamentals
• Database concepts
• ITIL practices (preferred)