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For Companies At a Glance
- Tasks: Troubleshoot and resolve technical issues while providing friendly support to schools.
- Company: Join a dynamic team dedicated to keeping education running smoothly.
- Benefits: Remote work, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference in education by solving problems and helping others.
- Qualifications: Experience in service desk roles and strong communication skills required.
- Other info: Work in 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 your tech skills sharp! Brush up on your knowledge of ticketing systems and incident management. Familiarity with tools like Zendesk will give you a leg up when you're troubleshooting and resolving tickets.
✨Tip Number 2
Practice your communication skills! Since you'll be helping customers, being clear and friendly is key. Try role-playing common support scenarios with a friend to get comfortable with how to guide users through their issues.
✨Tip Number 3
Network with others in the field! Join forums or groups related to technical support. Engaging with peers can provide insights into common issues and trends, plus it’s a great way to learn about job openings.
✨Tip Number 4
Apply through our website! We love seeing candidates who are proactive. Make sure to highlight your relevant experience and any specific skills that match the job description, like your ITIL awareness or SQL basics.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your Service Desk experience and any relevant IT knowledge to show us you’re the right fit for the Technical Support Analyst role.
Craft a Friendly Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for problem-solving and helping customers. Keep it friendly and professional, just like the support we provide at StudySmarter.
Showcase Your Tech Skills: Don’t forget to mention your familiarity with ticketing systems and incident management. If you have any experience with SQL or web app debugging, make sure to include that too! We love seeing candidates who are tech-savvy.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
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 schools face and how to troubleshoot them effectively. This will show that you're not just a problem-solver but also someone who understands the environment you'll be working in.
✨Practice Clear Communication
Since the role involves helping customers, practice explaining technical concepts in simple terms. You might want to role-play with a friend or family member, asking them to pose as a customer with various queries. This will help you articulate your thoughts clearly during the interview.
✨Familiarise Yourself with Zendesk
If you haven't used Zendesk before, take some time to explore its features. Understanding how to navigate the platform and manage tickets will give you a leg up. Mentioning your familiarity with it during the interview can demonstrate your proactive approach and readiness for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help the interviewers see your analytical skills and how you handle challenges in a real-world context.