Application Support Analyst Team Lead

*Application Support Analyst Team Lead*

*Location:* Remote

*Working hours:* 37.5 hours per week Monday to Friday 09:00 – 17:30

*About Kortext*

At Kortext, we’re not just another tech company. We are on a mission to transform the way the world learns. As the UK’s #1 student learning content and engagement platform, we’re powering the academic journeys of students at over 100 UK universities and many more across the globe.

We’re growing fast, and we’re looking for passionate, pioneering people to join us on this exciting journey. If you want to be part of a team that’s shaping the future of education and making a real difference in the lives of students, Kortext is the place for you.

_Our mission is straightforward: to help every student fulfil their potential. The goal may be simple, but we understand that achieving it is more complex. If that inspires you, we’d love to hear from you._

*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 instill a customer-centric approach.

*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 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
* Primary Platforms and Technologies
* JIRA
* Office 365, Teams, SharePoint
* Azure DevOps (ADO)
* BoB (HRIS)
* Salesforce

*Kortext Benefits *

*Flexible working*

We appreciate that individuals' situations can vary for childcare, studying or many other reasons. With that in mind, we can offer flexibility within hours to accommodate this.

*Simply Health scheme *

We have an excellent health scheme plan that allows employees to sign up for the following three months of employment. This includes financial support towards dentists, chiropractors, private appointments and many more.

*Office close to the beach*

Our Office is situated locally to the beach. In 2022 & 2023, we held our Kortext summer party at the beach, and it was an excellent setting for our remote and local staff to connect.

*Hybrid working*

Following Covid, we adapted to the times, offering remote/hybrid positions, allowing us to source talent outside Bournemouth and expand our business.

*26 days Holiday *

We start at 26 days of Holiday plus eight bank holidays, with an opportunity to increase to 28 days after five years (pro rata for part-time members)!

*Learning and development*

We offer a range of L&D, regular refresher training, coaching and mentoring, buddy programme, and many more!

*Work environment: *

A hybrid contract whereby 2 to 3 days (per week) will be required in the office.

You will be expected to have a dedicated home office area to focus on work related activities and communicate effectively with customers and colleagues.

*Equal Opportunities Employer:*

At Kortext, we’re building a workplace where everyone feels valued, included, and empowered to thrive. We celebrate diversity and believe that different perspectives drive innovation. Whoever you are, wherever you're from, you’re welcome here.

*Reasonable Adjustments: *

We recognise that everyone is unique, and we encourage you to speak to us should you require any adjustments during the hiring process & your employment.

*Follow Kortext on LinkedIn, Twitter and TikTok*

Job Type: Full-time

Pay: £35,000.00-£38,000.00 per year

Benefits:
* Company events
* Company pension

Application question(s):
* Please could you confirm your salary expectations for this role?

Work Location: Remote