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: Remote work, flexible hours, and opportunities for professional growth.
- Other info: Work in a supportive environment with rotating shifts and occasional office visits.
- 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.
The predicted salary is between 30000 - 42000 £ 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 in Luton employer: IRIS Software Group
Join our dynamic Service Centre team as a Technical Support Analyst, where you'll enjoy the flexibility of remote work while making a meaningful impact in the education sector. We foster a collaborative and supportive work culture that prioritises employee growth through continuous training and development opportunities, ensuring you can advance your career while helping schools run smoothly. With competitive benefits and a commitment to work-life balance, this role offers a rewarding environment for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS Software Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IRIS Software Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Analyst in Luton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IRIS Software Group:Your cover letter is your chance to shine! Tell us why you want to work at IRIS Software Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
