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For Companies At a Glance
- Tasks: Triage and resolve technical issues while providing friendly support to schools.
- Company: Join a dynamic team dedicated to keeping education running smoothly.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference by helping schools with your tech skills.
- Qualifications: Experience in service desk roles and strong problem-solving abilities.
- Other info: Enjoy a supportive environment with rotating shifts and occasional office visits.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Technical Support Analyst 💻🛟— UK Remote
Love solving problems and helping customers? Join our Service Centre team to keep schools running smoothly with clear, friendly support and solid troubleshooting. Homeworking with occasional office visits. Senior Technical Support Analyst…
What you’ll do 🔧
- Triage, troubleshoot, and resolve tickets in Zendesk, keeping notes crisp and hitting SLAs/KPIs. Senior Technical Support Analyst…
- Use remote tools & knowledge bases; escalate cleanly to internal teams/approved 3rd parties where needed.
- Handle “how-to” queries and routine requests with clear, customer-friendly guidance
- Keep customer/config info accurate; spot recurring issues and flag trends; contribute to KB/forums.
You’ll bring 🧰
- Service Desk/Helpdesk experience (1st / 1st–2nd line), owning incidents through resolution or escalation, working to SLAs.
- Confidence with ticketing systems and incident management (ITIL awareness).
- Good general IT knowledge (desktops, major apps, basic networks) plus strong comms, detail focus, and problem-solving.
Nice to have 🌟
- SQL basics; IIS and Reporting Services familiarity.
- Some exposure to web app debugging (ASP/ASP.NET (C#) or JavaScript).
- Experience with iSAMS / education MIS.
- Remote (UK) with occasional office visits.
- 37.5 hours per week on rotating shifts: 06:00–14:00 / 08:00–16:00 / 10:00–18:00.
Ready to apply? 🚀
#Hiring #TechSupport #ServiceDesk #ITJobs #RemoteJobs #ITIL
Technical Support Analyst employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Get familiar with the tools we use, like Zendesk. Knowing your way around ticketing systems will give you a leg up during interviews and show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your problem-solving skills! Think of examples where you've triaged or resolved issues in the past. We love hearing about how you tackled challenges head-on.
✨Tip Number 3
Don’t underestimate the power of communication. Practice explaining technical concepts in simple terms. This will help you connect with customers and show us you can provide clear, friendly support.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your Service Desk experience and any relevant IT knowledge. We want to see how your skills match up with what we’re looking for, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Friendly Cover Letter: Your cover letter is your chance to show us your personality! Keep it friendly and professional, and explain why you’re excited about the Technical Support Analyst role. Let us know how you can help keep schools running smoothly!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've triaged and resolved tickets in the past. We love seeing clear, concise descriptions of your problem-solving process, especially if you’ve worked with ticketing systems like Zendesk.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into our hands quickly. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at IRIS Software Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around ticketing systems and incident management. Familiarise yourself with common issues in IT support, as well as the tools mentioned in the job description like Zendesk. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved tickets in the past. Think about specific incidents where you identified recurring issues or trends. Being able to articulate your thought process during these situations will demonstrate your analytical skills and ability to contribute to knowledge bases.
✨Communicate Clearly and Effectively
Since this role involves providing customer-friendly guidance, practice explaining technical concepts in simple terms. You might be asked to handle a 'how-to' query during the interview, so being clear and concise will showcase your communication skills and customer service mindset.
✨Be Ready for Remote Work Scenarios
As this position is remote with occasional office visits, think about how you manage your time and stay organised while working from home. Be prepared to discuss your experience with remote tools and how you ensure productivity in a home environment. This will show that you can adapt to the company's working style.