IT Service Desk Analyst (Entry Level / Cloud Support)

IT Service Desk Analyst (Entry Level / Cloud Support)

At IRIS Software Group, we help thousands of accountancy firms across the UK run more efficiently through our trusted software. From small practices to nationwide firms, our products handle everything from tax to compliance – giving accountants more time to focus on their clients.

Our Customer Services team plays a vital role in that success. They’re the calm, knowledgeable experts who make sure our customers get the help they need, when they need it.

We’re expanding our Hosted Services team – the people who support accountants using our software in the cloud – and we’re looking for friendly, problem-solving people who enjoy technology, helping others, and want to build a long-term career in IT customer support.

Our Hosted Services team supports customers who use the IRIS Accountancy Suite through a secure cloud-based desktop environment. Instead of running the software on their own servers, our customers log in via Microsoft Azure-hosted virtual desktops, allowing them to work securely from anywhere while IRIS takes care of hosting, updates, and maintenance.

You’ll be the person they contact when something doesn’t go quite right – whether that’s a login issue, a connection problem, or a performance question about their hosted applications. You’ll troubleshoot, guide, and support them so they can get back to work quickly and confidently.

💡 What Will You Be Doing?

As a Customer Services Associate, you’ll be one of the first people our customers speak to when they need help. You’ll:

• Respond to customer queries via phone, email, or online portal
• Log and investigate issues, providing clear and helpful updates
• Resolve common access or performance problems using diagnostic tools
• Escalate more complex queries to our infrastructure or specialist teams when needed
• Keep customers informed throughout and ensure they feel supported
• Contribute to internal knowledge sharing and process improvements

Every interaction is about making things simpler, faster, and more reliable for our customers.

🌟 What Are We Looking For?

This is a great opportunity for someone who enjoys problem-solving, learning about technology, and supporting others.

• A clear and confident communicator, both on the phone and in writing
• Calm, patient, and organised, even when juggling multiple cases
• Comfortable using Microsoft Office and learning new systems
• Naturally curious – you like understanding how things work
• A team player who’s always willing to help others

It’s a bonus (but not essential) if you have:

• Experience in customer service, IT support, or help desk environments
• Familiarity with Microsoft Azure, cloud hosting, or virtual desktops
• Exposure to ITIL principles or interest in hosting/infrastructure
• Studied or are studying an IT, Computer Science, or technology-related qualification
• A genuine passion for tech – maybe you build PCs, explore new apps, or troubleshoot for friends in your spare time

Whether you’ve worked in support, retail, or admin before – if you’re naturally tech-minded and love helping people, we’ll help you turn that interest into a rewarding career.

🚀 What Can IRIS Offer You?

Joining IRIS means becoming part of a company that values your growth and wellbeing.

You’ll get:

• Structured training and onboarding to build your technical expertise
• A hybrid working model – typically 3 days in the office, 2 from home
• Clear career progression into technical specialist or leadership roles
• A friendly, supportive culture where collaboration and curiosity are encouraged
• Access to benefits including pension, wellbeing support, and staff discounts

Many of our senior technical and support colleagues began their IRIS journey in this very role – so your career can grow here too.

📝 The Application Process

We’ve designed a supportive and inclusive process to help you shine:

Send us your CV and a short application – we’re keen to hear why you’re interested in HR and what excites you about joining IRIS.

If shortlisted, you’ll complete two short assessments that help us understand how you think and work.

• CCAT – A quick, 15-minute timed assessment covering verbal, numerical, and logical reasoning. It’s best done somewhere quiet, with a pen and paper handy.
• EPP – An untimed personality profile focused on your working style and approach to challenges. No right or wrong answers – just be yourself. These are widely used and designed to be fair and inclusive, helping us see beyond your CV.

A short, friendly chat over Microsoft Teams with someone from our Talent team. It’s your chance to ask questions and learn more about the role and life at IRIS.

Join us at our Slough/Heathrow Approach office (SL1 8QY) for an interactive, in-person session with other candidates on Wednesday 29 October 2025. You’ll take part in team-based activities, meet our team, and get a real feel for our culture.

💬 Ready to Join Us?

If you’re curious about technology, love solving problems, and enjoy helping others, this could be the perfect next step.

👉 Apply today and start your journey with IRIS.

Note: This description has been refined to remove non-essential boilerplate and ensure accessible structure.