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Job Description

Job Role: Analyse Team Leader

Reports to: IT Operations Manager

Overview:

This position will provide leadership and direction within the Analyse and Triage department of AAG IT Services IT Service Desk, ensuring efficient and effective management of ticketing processes, client communications, and coordination with internal and external stakeholders. The role requires strong leadership skills, a deep understanding of IT service management, and exceptional communication abilities to guide the team in delivering high-quality support. The Analyse Team Leader will play a critical role in maintaining service excellence, optimising processes, and ensuring client satisfaction.

Key Responsibilities

Initial Assessment, categorisation and assignment of incoming tickets determining their priority and severity in a consistent way.

Ensure that tickets are handled within the timeframes specified by SLAs.

Keep clients informed about the status of their tickets and any actions being taken.

3rd Party Communication: Coordinate and manage communication with 3rd party providers/vendors.

Internal Coordination: Communicate effectively with other teams and departments to facilitate ticket resolution.

Gather feedback from clients and team members to identify areas for improvement.

Plan, carry out and document regular service reviews with all clients. Identify actions, plan and coordinate responses to ensure client expectations are met.

Follow established protocols for escalating tickets that cannot be resolved at the triage level.

Identify problem tickets and work with senior support staff to resolve complex or high-priority issues.

Regularly review and refine triage processes to improve efficiency and effectiveness.

Implement a process for regular internal ticket reviews to identify problems and patterns which may either be affecting the users' experience or present an opportunity.

Manage and monitor the relevant ticket queues and workload to ensure the business SLA targets are met.

Ensure all work is completed to a high standard and all processes within the business are adhered to.

Identify areas for improvement both within the team and other areas of the business where improvements can be beneficial to the team’s performance.

3rd Party Liaison.

Leadership and Management Responsibilities

Provide technical/escalated support to your team, where relevant.

Set clear and achievable goals and objectives for the team and ensure everyone understands their roles in achieving these objectives.

Facilitate open and effective communication within the team, ensuring that information flows smoothly and everyone is on the same page.

Address and resolve conflicts within the team promptly and fairly to maintain a positive working environment.

Assign tasks based on team members’ strengths and skills, ensuring a balanced workload.

Continue to develop skillset through formal training, informal training and hands-on practical experience and mentoring.

Keep management informed about team progress, challenges, and achievements by way of regular and formal reporting.

Track and report on key performance indicators (KPIs) such as ticket resolution times and client satisfaction.

Mentoring and Coaching: Providing guidance and support to team members to help them develop their skills.

Skills Required:

Understanding of the high level technical aspects of the services provided to identify issues accurately.

Knowledge of various IT systems, networks, and software to accurately assess and prioritise tickets.

Proficiency in using ticketing systems and tools to manage and track tickets efficiently.

Ability to analyse and categorise tickets based on urgency and complexity.

Ability to quickly analyse issues and determine the appropriate course of action & escalate issues appropriately.

Ability to identify customers trends and problems

Ability to communicate clearly with team members and clients to ensure understanding

Listening to team members and clients to fully understand their needs and concerns.

Efficiently managing time to ensure tickets are triaged and resolved within Service Level Agreements (SLAs).

Ability to adapt to changing priorities and unexpected issues.

Always looking for ways to improve processes and service delivery.

Excellent Customer Service, striving to exceed client expectations.

Attention to Detail: For ticket information accuracy and to ensure appropriate response to service reviews.

Conflict Resolution: Handling client complaints and issues diplomatically and with empathy, to maintain satisfaction.

Proactive: Anticipates client needs and potential issues before they arise.

Ability to identify opportunities to support strategic conversations with clients on their infrastructure/training needs etc.

Maintaining a positive attitude to boost team morale.

Qualifications:

Previous experience in a team leader or similar role within an IT service desk setting is desirable.

Excellent communication skills essential.

Ability to manage a diverse workload and work calmly under pressure with an organised and methodical approach to tasks.

Exceptional team working skills.

A recognised qualification in IT support or customer service is desirable but not essential.

The ability and desire to develop the role and make it your own.

Committed to achieving the AAG vision.

Hours: 37.5 flexi between 8am - 6pm.

Benefis include: 25 days hols plus stats, pension, Westfield Health after 6 months