Akita Intelligent Solutions is the specialist business technologies and insight division of Akita Systems Limited.
With over 20 years’ experience in digital success solutions, our consultants design, develop, manage and support business intelligence technologies for organisations across the UK and internationally.
We create bespoke solutions using technologies including Microsoft Dynamics, SharePoint and Power Platforms (Power BI, Power Apps, Power Apps Portals and Power Automate). We pride ourselves on delivering exceptional digital support with the highest levels of customer service.
Employees at Akita benefit from an exciting and fast-paced environment. Continued professional development is encouraged, hard work is rewarded, and talent is recognised to ensure our team has the passion and drive required to deliver outstanding service to our customers.
As part of our continued growth, we are seeking a D365 CRM Support resource to join our team and support our busy service desk.
About the Role
Key Responsibilities and Functionalities in D365 CRM Support:
- Case Management: Accurately log, track, and resolve customer service cases and incidents to ensure efficient support delivery.
- Workflow Automation: Streamline support operations by automating routine tasks such as case assignment, escalation, and approval processes.
- Reporting & Analytics: Create and maintain reports and dashboards to monitor service desk performance, track SLA compliance, and measure client satisfaction.
- Omnichannel Support: Manage customer interactions across email, phone, chat, and other channels within a unified platform to deliver a seamless client experience.
- Role-Based Security: Safeguard client data and ensuring compliance with data privacy standards.
- Integration Capabilities: Connect D365 CRM with key business applications such as Outlook, SharePoint, and Teams to support collaboration and efficiency.
- Proficiency in D365 CRM and the wider Power Platform: Demonstrate strong knowledge and hands-on experience with Microsoft Dynamics 365 CRM and related Power Platform tools, enabling effective solution delivery and client support.
- Produce versatile documentation—including training resources, troubleshooting manuals, and known issue reports—to assist both internal teams and clients in effectively using our solutions.
Core Skills
To fulfil the specified role, you’ll need a blend of technical expertise, problem solving ability, and interpersonal skills. Here are the essential skills:
- Dynamics 365 CRM expertise – proven experience supporting and administering D365 CRM, including case management, workflows, reporting, and security roles.
- Power Platform knowledge – hands-on experience with Power Automate, Power Apps, and Dataverse.
- Microsoft 365 integrations – familiarity with Outlook, Teams, and SharePoint to enhance collaboration.
- Problem-solving & troubleshooting – strong analytical skills to identify, diagnose, and resolve issues effectively.
- Documentation & communication – ability to produce clear user guides, troubleshooting resources, and communicate with clients professionally across multiple channels.
- Data security & compliance – understanding of role-based access and safeguarding client data.
- Service mindset – organised, detail-focused, and committed to delivering high quality client support.
Desirable Skills & Experience
- Exposure to wider Microsoft Dynamics 365 modules (e.g. Sales, Customer Service, Field Service).
- Experience with data migration, cleansing, or basic SQL queries.
- Knowledge of reporting tools such as Power BI.
- Familiarity with a service desk environment.
- Understanding of API integrations and third-party connector tools – desirable
- Microsoft certifications in Dynamics 365 or Power Platform – desirable
Personal Qualities
The successful candidate will demonstrate:
- Logical, methodical, and detail focused.
- Strong documentation and communication skills.
- High standards of customer service.
- Personable and approachable.
- Proven self-starter.
Further Information
Salary: Competitive, dependent on qualifications and skills
Start Date: ASAP
Contract type: Permanent
Location: Office and/or Remote
Hours: 37.5 working hours per week plus 1-hour unpaid meal break each day.
Shift times: 08:45-17:15
Holiday entitlement: 24 days, rising to 30 days subject to terms after 3 years’ continuous service (plus 8 bank holidays)
Sick pay: Contractual sick pay commences after 6 months
To apply for the role please submit your details via our job application portal, including details of your experience relevant to the role:
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