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For Companies 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
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 how you've used SQL in past roles, and maybe even solve a few sample queries. This will show that you’re not just familiar with it, but that you can apply it effectively in a technical support context.
✨Familiarise Yourself with Zendesk
Since you'll be using Zendesk for ticket management, it’s a good idea to get comfortable with its features. If you can, try to navigate through the platform and understand how to triage and resolve tickets. This hands-on experience will give you confidence and help you answer questions about your approach to incident management.
✨Prepare for Customer Scenarios
Think of common customer issues you might encounter and how you would handle them. Practice explaining your thought process clearly and concisely. Remember, the role is all about providing friendly support, so showcasing your communication skills will be key during the interview.
✨Show Your Problem-Solving Skills
Be ready to discuss specific examples where you’ve successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help the interviewer see your analytical thinking and how you approach troubleshooting in real-world scenarios.
