Job Title: Power Platform Service Desk Analyst

Position Overview:

We are seeking an experienced and highly skilled Senior Power Platform Service Desk Analyst to join our growing IT support team. The ideal candidate will have a minimum of 3 years of experience in supporting Microsoft Power Platform solutions (Power Apps, Power Automate, Power BI, D365 Dashboards) in an enterprise environment. This role requires a combination of technical expertise, strong communication skills, and the ability to manage and resolve complex support requests, ensuring smooth operation of Power Platform applications and services.

Key Responsibilities:

- Service Desk Support:
- Provide high-level support for end-users experiencing issues with Power Platform tools (Power Apps, Power Automate, and Power BI), troubleshooting and resolving technical problems via various communication channels (ticketing system, email, phone, etc.).
- Incident Management:
- Effectively manage and prioritize support tickets in the Service Desk system, ensuring timely resolution. Escalate complex issues to senior technical teams or external vendors as necessary.
- Root Cause Analysis:
- Perform in-depth root cause analysis of recurring issues and collaborate with the development and engineering teams to provide long-term solutions and improvements.
- Knowledge Base Management:
- Document solutions, create user guides, and maintain an up-to-date knowledge base to empower end-users and junior analysts with self-service tools.
- Power Platform Configuration & Troubleshooting:
- Troubleshoot issues related to Power Apps, Power Automate flows, Power BI dashboards including but not limited to permissions, data connections, and performance optimisation.
- Training & Support:
- Assist in training end-users on Power Platform best practices and provide guidance on how to leverage these tools to improve business processes.
- Change Management:
- Assist in implementing changes and updates to Power Platform environments, ensuring minimal disruption to end-users. Document changes and maintain proper configurations.
- Collaboration & Communication:
- Work closely with cross-functional teams (such as Development, Operations, and Business Analysts) to identify, troubleshoot, and resolve platform issues in a timely manner.
- Performance Monitoring & Reporting:
- Monitor the performance of Power Platform applications, ensuring optimal performance. Create reports and dashboards in Power BI for stakeholders to track support metrics and identify areas for improvement.

Key Skills:

- Power Platform Expertise:
- Advanced knowledge of Microsoft Power Apps, Power Automate, and Power BI.
- Hands-on experience in building and troubleshooting Power Apps, creating complex flows in Power Automate,



and developing custom Power BI reports
- Integrations Expertise:
- Strong knowledge of integrating Power Platform applications with other Microsoft 365 tools (SharePoint, Teams, OneDrive) and external systems (Dynamics 365, third-party APIs).
- Familiarity with using Power Automate connectors to automate workflows across different platforms and data sources.
- Experience with custom integration scenarios, ensuring seamless data flow between Power Platform apps and enterprise systems.
- Power Automate:
- Deep understanding of Power Automate, including creating complex workflows, approvals, and automating business processes.
- Expertise in managing case creation rules and triggers within Power Automate to automate case management and other business operations.
- Troubleshoot and optimize flows, ensuring error-free execution and performance.
- JavaScript & Customization:
- Experience with JavaScript for customizing Power Apps, enhancing user interface (UI) and functionality, and implementing advanced logic in apps.
- Knowledge of using JavaScript to interact with Power Apps forms, apply custom validations, and improve user experience.
- Ability to embed JavaScript into Power Apps forms or Power BI reports for dynamic behaviour and real-time data manipulation.
- Plugins & Custom Development:
- Experience in plugins within the Power Platform environment (especially for Power Apps and Dynamics 365) to extend functionality.
- Basic knowledge of custom plugins in C# to handle complex scenarios like custom business logic, integration, and validation.
- Case Creation Rules & Automation:
- Expertise in configuring case creation rules, auto-ticket generation, and automating case assignment and escalation using Power Automate.
- Experience in leveraging Power Automate for complex case management workflows, including approval cycles, notifications, and tracking.
- Technical Troubleshooting:
- Strong diagnostic skills in identifying and resolving platform-related issues, such as connectivity, permissions, and integration problems.
- Familiarity with debugging Power Automate flows, data integration errors, and performance optimization for Power Apps and Power BI dashboards.
- Performance Optimisation:
- Ability to monitor and improve performance of Power Platform apps and flows.
- Experience in analysing system logs, metrics,



and reports to ensure smooth operation and identify optimization opportunities.
- Communication & Documentation:
- Strong verbal and written communication skills, with the ability to communicate technical concepts to non-technical stakeholders.
- Excellent documentation skills for creating user guides, knowledge base articles, and system configurations.
- Customer Service:
- Strong customer service orientation with the ability to manage end-user expectations and provide high-quality technical support.
- Ability to handle multiple priorities in a customer-facing environment.
- Problem Solving & Root Cause Analysis:
- Strong analytical and problem-solving skills, capable of conducting root cause analysis and providing solutions for recurring issues.
- Collaboration & Teamwork:
- Ability to work closely with cross-functional teams, including development, business analysts, and operations, to resolve issues and implement improvements.
- Change Management:
- Understanding of best practices and experience with change management processes.
- Experience in implementing controlled changes to Power Platform environments to minimize downtime and disruptions.
- Project Management (Optional):
- Ability to manage small to medium-sized projects, coordinating with internal stakeholders, and ensuring deliverables are met on time.

Qualifications:

- Minimum Experience:
- At least 4 years of experience in a technical support role, with at least 1 year dedicated to supporting Microsoft Power Platform products (Power Apps, Power Automate, Power BI) at a senior level.
- Technical Skills:
- Strong knowledge of Microsoft Power Platform suite (Power Apps, Power Automate, Power BI).
- Experience with Office 365 and Azure Active Directory (for managing user roles, permissions, and security).
- Understanding of Power Platform connectors, APIs, and integrations with external systems (SharePoint, Dynamics 365, etc.).
- Experience with troubleshooting data issues, UI problems, and performance issues within Power Platform tools.
- Knowledge of scripting languages like JavaScript for automation and support tasks is a plus.
- Familiarity with common service desk tools and ticketing systems (TopDesk, Jira, etc.).
- Soft Skills:
- Excellent problem-solving abilities and analytical skills.
- Strong written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders.
- Proven ability to manage and prioritize tasks effectively in a fast-paced environment.
- Ability to work independently as well as collaborate in a team workplace.
- Certifications (Preferred, but not required):
- Microsoft Certified: Power Platform Fundamentals (PL-900).

📌 Service Desk Analyst (Power Platform) (Hyderabad)
🏢 GUS EDUCATION INDIA
📍 Hyderabad