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For Companies Junior 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.
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.
Ready to apply?
Technical Support Analyst - SQL 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 - SQL
✨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 joining our team!
We think you need these skills to ace Technical Support Analyst - SQL
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in Service Desk or Helpdesk roles. We want to see how you've tackled incidents and resolved issues, so don’t hold back on those examples!
Show Off Your SQL Skills: Since this role involves SQL, be sure to mention any specific projects or tasks where you've used SQL effectively. We love seeing practical applications of your skills!
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon. We appreciate crisp notes that get straight to the point, just like you would in a ticketing system.
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’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at IRIS Software Group
✨Know Your SQL Inside Out
As a Technical Support Analyst, you'll need to demonstrate your SQL skills. Brush up on common queries, joins, and troubleshooting techniques. Be ready to discuss how you've used SQL in past roles or projects.
✨Familiarise Yourself with Zendesk
Since you'll be using Zendesk for ticket management, it’s crucial to understand its features. If you’ve used it before, think of specific examples where you triaged or resolved tickets efficiently. If not, check out some tutorials to get a feel for the interface.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of how you've tackled technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your thought process clearly and effectively.
✨Communicate Clearly and Confidently
Strong communication is key in this role. Practice explaining technical concepts in simple terms, as you’ll need to guide customers through solutions. Mock interviews with friends can help you refine your delivery and boost your confidence.
