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- Tasks: Triage and resolve technical support tickets while providing friendly customer guidance.
- Company: Join a dynamic Service Centre team supporting schools across the UK.
- Benefits: Remote work flexibility with occasional office visits and a supportive team environment.
- Why this job: Make a difference by helping schools run smoothly with your tech skills.
- Qualifications: Experience in service desk roles, SQL knowledge, and strong problem-solving abilities.
- Other info: Enjoy a rotating shift schedule with opportunities for growth in the tech field.
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 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 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 prepared to discuss your experience with SQL and how you've used it in past roles. Practising common SQL queries can help you feel more confident when answering technical questions.
✨Familiarise Yourself with Zendesk
Since you'll be using Zendesk for ticket management, take some time to explore its features. Understanding how to navigate the system and manage tickets will show that you're proactive and ready to hit the ground running.
✨Prepare for Customer Scenarios
Think of a few examples where you've successfully resolved customer issues in the past. Be ready to explain your thought process and how you approached each situation. This will demonstrate your problem-solving skills and customer service focus.
✨Show Off Your Communication Skills
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms. During the interview, make sure to listen carefully and respond thoughtfully to show that you can provide friendly and effective support.
