Analyse Team Leader

Andy File Associates Ltd are acting as a Recruitment Agency on an exclusive basis with regards this vacancy on behalf of our client AAG IT Services Ltd. 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.