The Role
As the Application Support Analyst Team Lead, you will lead a proactive application support team focused on service excellence that contributes to the satisfaction and retention of Kortext customers.

You will act as a responder and an escalation point for the team, helping to document processes within the team and for interaction between Application Support and other functions. You will use a data-driven approach to understand and improve team performance, and instil a customer-centric approach.
Key responsibilities
o Monitor and triage incoming support tickets in line with existing SLAs
o Troubleshoot data, infrastructure and application related issues, including interrogating client data using SQL queries
o Undertake advanced application configurations
o Provide excellent customer service across all modes of communication including tickets, email, video and telephone
o Use data to monitor the progress of the Application Support function and use insights from data to continuously improve team process and performance
o Maintain and update the team’s Knowledge Base
o Contribute to development and oversee structured onboarding and training plans for new starters.
o Coach and mentor team members, especially during the rollout of new policies or processes.
o Communicate with internal and external stakeholders to provide timely status updates on investigation, progress and ticket resolution
o Act as an escalation point for Application Support Analysts
o Conduct 121s and yearly performance reviews for team
Skills and Qualifications
o Customer and outcome focused
o Pro-active approach, able to work on own initiative and as part of a team
o SQL
o Attention to detail and ability to solve complex problems
o Excellent communication skills both written and verbal
o Experience with a range of technologies e.g. JIRA Service Desk, Confluence, Sharepoint, Azure Dev Ops, Salesforce

Desirable
o Experience in the Higher Education sector – an understanding of how universities run, how teaching is delivered and the challenges universities face
o Experience with analytics tools e.g. Power BI
o Primary Platforms and Technologies
o JIRA
o Office 365, Teams, SharePoint
o Azure DevOps (ADO)
o BoB (HRIS)
o Salesforce