Description
Managed Service Support Consultant: D365 Supply Chain Management & Manufacturing
About HSO:
HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing worldclass, 24/7 proactive managed services to customers worldwide. As a full-service Microsoft Partner, we hold all six Microsoft Cloud Partner Program Solution Designations across Business Applications, Data & AI, Digital App & Innovation, Infrastructure, Modern Work, and Security.
For over 21 years, we have been a proud member of Microsoft’s Inner Circle—an elite group representing the top 1% of global partners—and we are also recognised as a Microsoft FastTrack Partner, ensuring high quality implementations and successful adoption of Microsoft Cloud solutions.
At HSO, our people are our greatest asset. We are committed to employee wellbeing, professional growth, and creating an environment where everyone can thrive. Through the HSO Academy, we provide continuous training, certification, and career development opportunities. Our comprehensive wellbeing offering includes Tonic & Me, Care First, the Wellness Hub, and a network of trained Mental Health First Aiders.
HSO’s Mental Health Policy promotes openness, early support, and the reduction of stigma around mental health and well-being. We focus on building a great place to work through trust, connection, fairness, and strong employee engagement. Our aim is to create a supportive, psychologically safe environment where colleagues feel valued, empowered, and able to perform at their best.
About Managed Services:
HSO Managed Services helps customers get the most out of their Microsoft Application and Cloud environments by improving how they work, innovate and grow. We provide our customers with 24/7 management of their applications, Data & AI and Azure platforms.
Our teams work globally to deliver real business impact, strengthening security, improving processes, speeding up innovation, and helping customers become more adaptable and competitive.
At HSO, you’ll work with the latest Microsoft technologies, be part of a culture of continuous improvement, and play a key role in helping organisations support and transform their business.
Purpose of the Role:
The Managed Services support consultant is a role within the HSO managed services industry focused customer team model, responsible for delivering 2nd and 3rd line application support, both reactive and proactive, to HSO customers
As part of the customer team, you will deliver high-quality 2nd and 3rd line application support to HSO customers, ensuring support tickets are managed and resolved within contracted SLAs, and that a high level of customer satisfaction is consistently achieved.
Due to the nature of this role, you will be required to have broad knowledge of Dynamics 365 Finance, Supply Chain Management and Retail, including finance, trade and logistics, warehousing, procurement and sourcing and retail components. An understanding of the wider Microsoft stack, including Azure services, data pipelines, integrations, and the Power Platform, is also desirable
Success in this role requires a proactive approach anticipating the needs of customers and customer teams, and providing timely insights, data, and reporting. You will directly influence how HSO UK Managed Services operates and will play a critical part in driving customer satisfaction and business growth through continual improvement our services, highlighting required procedure changes and maintaining customer environments to a high standard.
Key Responsibilities:
Support Delivery:
- Provide prompt and professional 2nd and 3rd line application support to the HSO Customers base according to SLA and Support Contracts
- To log incident calls using the HSO Call Logging system
- Ensure all support calls are effectively managed with minimum disruption to the customer.
- Support issues are responded to and resolved to plan and/or within agreed timescales.
- Take end-to-end ownership of support tickets assigned to you
- Provide regular feedback to customers regarding the progress of support call status
- Test, own allocated developments/fixes before delivering to customers
- Work as part of the customer team
- Engage in cross team knowledge transfer to ensure best use of staff resources
- Ensure end to end ownership of support tickets assigned to you
- Work with Customer Teams and account managers to identify and support opportunities for enhanced support, optimisation, monitoring, automation, or advisory services to those customers assigned to the SMO
- Support all HSO teams with customer conversations providing structured, value-led conversations rather than reactive services
- Assist with pre-sales support input with customer opportunities from time to time where required
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