At a Glance
- Tasks: Lead a team to troubleshoot and resolve application support issues while ensuring excellent customer service.
- Company: Join Kortext, a dynamic e-learning provider in Gildersome, England.
- Benefits: Full-time role with opportunities for professional growth and development.
- Other info: Be part of a supportive team that values innovation and continuous improvement.
- Why this job: Make a real impact by enhancing user experience in the education sector.
- Qualifications: Strong communication skills and experience with SQL and various tech tools.
The predicted salary is between 36000 - 60000 £ per year.
Application Support Analyst Team Lead – Kortext, Gildersome, United Kingdom
Role Summary
Lead a proactive application support team focused on service excellence that contributes to the satisfaction and retention of Kortext customers.
Key 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 the 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 – understanding of how universities run, how teaching is delivered and the challenges universities face
- Experience with analytics tools e.g. Power BI
- Primary Platforms and Technologies
- 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
Application Support Analyst Team Lead in Gildersome employer: Kortext
Kortext is an exceptional employer located in Gildersome, England, offering a dynamic work environment that fosters collaboration and innovation. With a strong focus on employee development, we provide ample opportunities for growth through structured onboarding, coaching, and mentorship programmes. Our commitment to excellent customer service and a supportive team culture ensures that every team member can thrive while contributing to meaningful solutions in the E-Learning sector.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst Team Lead in Gildersome
✨Tip Number 1
Get your networking game on! Reach out to current employees at Kortext or similar companies on LinkedIn. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your SQL skills and understanding the tech stack mentioned in the job description. We want you to show off your problem-solving abilities and how you can tackle complex issues.
✨Tip Number 3
Practice your communication skills! Since this role involves a lot of customer interaction, being able to clearly explain technical issues to non-techies is key. Role-play with a friend or record yourself to improve.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Application Support Analyst Team Lead in Gildersome
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Application Support Analyst Team Lead role. Highlight your customer service experience and any relevant tech skills, especially with SQL and tools like JIRA or Azure DevOps.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your proactive approach and problem-solving skills!
Show Off Your Communication Skills:Since excellent communication is key for this role, make sure your application showcases your written skills. Keep it clear, concise, and professional, but let your personality shine through too!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Kortext
✨Know Your Tech Inside Out
Make sure you brush up on your SQL skills and any other technologies mentioned in the job description, like JIRA and Azure DevOps. Be ready to discuss how you've used these tools in past roles, as well as how you would approach troubleshooting and configuring applications.
✨Show Off Your Customer Service Skills
Since this role involves providing excellent customer service, think of examples where you've gone above and beyond for clients. Prepare to share specific situations where your communication skills made a difference, whether it was through tickets, emails, or calls.
✨Demonstrate Leadership Qualities
As a Team Lead, you'll need to coach and mentor others. Be prepared to talk about your experience in leading teams, conducting performance reviews, and how you’ve contributed to onboarding processes. Highlight any strategies you've used to improve team performance.
✨Be Data-Driven
This role requires using data to monitor progress and improve processes. Think of examples where you've used data analytics tools, like Power BI, to drive decisions or improvements. Show that you can not only analyse data but also apply insights effectively.
