At a Glance
- Tasks: Triage and resolve technical support tickets while helping schools run smoothly.
- Company: Join a supportive Service Centre team dedicated to customer satisfaction.
- Benefits: Remote work flexibility with occasional office visits and a collaborative environment.
- Other info: Dynamic role with rotating shifts and opportunities for growth in IT.
- Why this job: Make a difference by solving problems and supporting education through tech.
- Qualifications: Experience in service desk roles, SQL knowledge, and strong communication skills.
The predicted salary is between 30000 - 42000 £ per year.
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.
What you’ll do:
- Triage, troubleshoot, and resolve tickets in Zendesk, keeping notes crisp and hitting SLAs/KPIs.
- 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.
- Experienced in SQL.
- 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:
- 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.
Technical Support Analyst - SQL in London employer: IRIS Software Group
As a Junior Technical Support Analyst at our company, you'll be part of a dynamic Service Centre team dedicated to providing exceptional support to schools across the UK. We offer a flexible homeworking environment with occasional office visits, fostering a collaborative and friendly work culture that prioritises employee growth and development. With opportunities to enhance your technical skills in SQL and ITIL, you will find a rewarding career path that values problem-solving and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst - SQL in London
✨Tip Number 1
Get familiar with the tools! Since you'll be using Zendesk and remote troubleshooting tools, make sure you know your way around them. A little practice can go a long way in impressing during interviews.
✨Tip Number 2
Brush up on your SQL skills! As a Technical Support Analyst, having a solid understanding of SQL will help you tackle those tricky queries. Consider doing some quick online tutorials to refresh your knowledge.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've triaged and resolved issues in the past. This will demonstrate your ability to handle customer queries effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Technical Support Analyst - SQL in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your Service Desk experience and any SQL skills you have. We want to see how your background fits with the role, so don’t be shy about showcasing relevant projects or tasks you've tackled!
Craft a Friendly Cover Letter:Your cover letter is your chance to show off your personality! Keep it friendly and professional, and explain why you’re excited about helping schools run smoothly. We love seeing genuine enthusiasm for the role.
Show Off Your Problem-Solving Skills:In your application, give examples of how you've triaged or resolved tickets in the past. We want to know how you approach troubleshooting and what tools you’ve used, especially if you’ve worked with Zendesk or similar systems.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at IRIS Software Group
✨Know Your SQL Inside Out
Make sure you brush up on your SQL skills before the interview. Be ready to discuss how you've used SQL in past roles, and prepare to solve some basic SQL queries on the spot. This will show that you’re not just familiar with it, but that you can apply it effectively.
✨Familiarise Yourself with Zendesk
Since you'll be using Zendesk for ticket management, take some time to explore its features. Understand how to triage and resolve tickets efficiently. If you can demonstrate familiarity with the platform during your interview, it’ll give you a leg up over other candidates.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled tricky support issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your thought process and problem-solving abilities clearly.
✨Communicate Clearly and Confidently
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms. During the interview, focus on being friendly and approachable, as this reflects the customer-friendly guidance they’re looking for.
