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For Companies At a Glance
- Tasks: Triage and resolve technical support tickets while providing friendly customer guidance.
- Company: Join a supportive team dedicated to keeping schools running smoothly.
- Benefits: Remote work flexibility, occasional office visits, and a collaborative environment.
- Why this job: Make a difference in education by solving real problems for schools.
- Qualifications: Experience in service desk roles and familiarity with SQL and ticketing systems.
- Other info: Dynamic role with opportunities for growth in the tech support field.
The predicted salary is between 30000 - 42000 £ per year.
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.
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 their job search!
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 experience in Service Desk or Helpdesk roles. We want to see how you've owned incidents and resolved them, so don’t hold back on those details!
Show Off Your SQL Skills: Since this role involves SQL, be sure to mention any relevant experience you have with it. We love seeing candidates who can demonstrate their technical prowess right from the start.
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 we do in our support tickets.
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
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 a few SQL-related problems 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, it’s a good idea to get comfortable with its features. If you can, try to navigate through a demo account or watch some tutorials. Being able to talk about your experience with ticketing systems will give you an edge.
✨Prepare for Customer Scenarios
Think of common customer issues you might encounter and how you would resolve them. Practice explaining your thought process clearly and concisely. This will demonstrate your problem-solving skills and your ability to communicate effectively with customers.
✨Show Your Passion for Support
Let your enthusiasm for helping others shine through during the interview. Share examples of how you've gone above and beyond for customers in the past. This will help the interviewers see that you’re not just looking for a job, but that you genuinely care about providing excellent support.
