Support Desk Analyst (LS Central/ Dynamics Business Central)

About the Role

We are seeking a customer-focused LS Central Support Desk Analyst to provide first- and second-level application support for customers using LS Central and Microsoft Dynamics 365 Business Central. This role is an excellent opportunity for someone with application support, service desk, or customer support experience who is interested in developing their expertise in ERP, retail, and hospitality environments.

You will be responsible for incident resolution, service request fulfilment, troubleshooting functional issues, and ensuring customers receive timely and professional support.

About the Client

You will be working with an established technology organisation with a dedicated ERP division supporting business-critical enterprise applications. The organisation focuses on delivering reliable technology solutions and ongoing support to customers across retail and hospitality environments.

The team values customer service, collaboration, continuous learning, and professional development, providing opportunities to build specialist knowledge across LS Central and Microsoft Dynamics 365 Business Central.

Ideal Profile

Support & Technical Experience

Experience in an application support, service desk, or customer support role.

Strong problem-solving and analytical capabilities.

Ability to diagnose and troubleshoot functional application issues.

Experience managing multiple support tickets and competing priorities.

Familiarity with service management or ticketing tools.

ERP & Business Applications

Exposure to LS Central (LS Retail) or Microsoft Dynamics 365 Business Central is desirable.

Experience supporting ERP, retail, hospitality, or other business-critical applications is advantageous.

Familiarity with ITIL-based support processes is beneficial.

Willingness to develop functional knowledge of LS Central and Business Central.

Communication & Customer Service

Strong written and verbal communication skills.

Confident communicating with customers and internal technical teams.

Customer-focused approach with a commitment to providing quality support.

Ability to explain technical or functional issues clearly and professionally.

Personal Attributes

Strong attention to detail and ownership of assigned issues.

Ability to prioritise tasks based on urgency and business impact.

Collaborative approach when working with senior analysts, consultants, and developers.

Proactive attitude towards learning and professional development.

Tertiary qualification in Information Technology, Business, or a related discipline is preferred.

Willingness to work towards Microsoft Dynamics and/or LS Retail certifications.

Responsibilities

Customer Support & Incident Management

Act as a primary point of contact for customer support requests relating to LS Central.

Log, triage, investigate, and resolve incidents and service requests in line with agreed SLAs.

Diagnose functional issues within LS Central and Microsoft Dynamics 365 Business Central.

Escalate complex or high-priority issues to senior support analysts, ERP consultants, or development teams when required.

Maintain clear and professional communication with customers regarding issue progress and resolution.

Service Requests & BAU Support

Support day-to-day LS Central operations, including configuration changes, user support, and data fixes.

Assist with minor enhancements and operational requests.

Follow established support processes, procedures, and escalation pathways.

Maintain accurate and timely updates within the support ticketing system.

Knowledge & Documentation

Create and maintain knowledge base articles and application support documentation.

Contribute to runbooks and standard operating procedures.

Document recurring incidents and identify opportunities for service improvements.

Maintain accurate records to support knowledge sharing and efficient issue resolution.

Collaboration & Continuous Improvement

Work closely with Senior Support Analysts, ERP Consultants, and Developers to reso