Overview
Role: Application Support Analyst Team Lead
Location: Kortext, Gildersome, England, United Kingdom
Responsibilities
* Monitor and triage incoming support tickets in line with existing SLAs
* Troubleshoot data, infrastructure and application related issues, including interrogating client data using SQL queries
* Undertake advanced application configurations
* Provide excellent customer service across all modes of communication including tickets, email, video and telephone
* Use data to monitor the progress of the Application Support function and use insights from data to continuously improve team process and performance
* Maintain and update the team’s Knowledge Base
* Contribute to development and oversee structured onboarding and training plans for new starters
* Coach and mentor team members, especially during the rollout of new policies or processes
* Communicate with internal and external stakeholders to provide timely status updates on investigation, progress and ticket resolution
* Act as an escalation point for Application Support Analysts
* Conduct 121s and yearly performance reviews for team
Skills and Qualifications
* Customer and outcome focused
* Pro-active approach, able to work on own initiative and as part of a team
* SQL
* Attention to detail and ability to solve complex problems
* Excellent communication skills both written and verbal
* Experience with a range of technologies e.g. JIRA Service Desk, Confluence, Sharepoint, Azure Dev Ops, Salesforce
Desirable
* Experience in the Higher Education sector – an understanding of how universities run, how teaching is delivered and the challenges universities face
* Experience with analytics tools e.g. Power BI
* JIRA
* Office 365, Teams, SharePoint
* Azure DevOps (ADO)
* BoB (HRIS)
* Salesforce
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* E-Learning Providers
We’re unable to provide additional application details. This job posting is for a current opening at Kortext.
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