- Providing 2nd Line support for Power Platform applications, resolving incidents and problems within agreed SLAs
- Acting as a technical and process escalation point for 1st Line Service Desk analysts
- Diagnosing and resolving complex issues across Power Apps (model-driven), Power Automate, and Power BI / Fabric
- Understanding customer business requirements and clearly articulating solutions
- Building trusted customer relationships through regular service review meetings (remote and occasional face-to-face)
- Producing and reviewing KPI and SLA reports, identifying trends and improvement opportunities
- Handling complex customers and challenging situations professionally, with support from Service Management
- Supporting onboarding of new customers and contributing to pre-sales support where required
- Mentoring and supporting analysts through knowledge sharing and skills development
- Contributing to the development and maintenance of support processes, standards, and documentation