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- 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 ÂŁ 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 we use! Knowing your way around Zendesk and SQL will give you a leg up. Brush up on your troubleshooting skills and be ready to showcase how you can resolve issues efficiently.
✨Tip Number 2
Practice your communication skills! As a Technical Support Analyst, you'll need to explain complex issues in a simple way. Try role-playing scenarios with friends or family to get comfortable with customer interactions.
✨Tip Number 3
Stay organised! Keep track of common issues and solutions. This will not only help you during interviews but also show that you’re proactive about problem-solving and improving processes.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in joining our team. Don’t forget to highlight your relevant experience!
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 SQL skills. 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 us your personality! Keep it friendly and professional, and explain why you’re excited about helping schools run smoothly. Mention any specific experiences that relate to troubleshooting and customer support.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've triaged and resolved issues in the past. We love seeing clear, concise explanations of how you approached problems and what tools you used, especially if they relate to ticketing systems.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take that extra step!
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 answer technical questions that may come up. Practising common SQL queries can really help you stand out.
✨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, explore the platform beforehand and understand how to navigate it. This will show your potential employer that you're proactive and ready to hit the ground running.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've successfully triaged and resolved issues in previous roles. Think about specific incidents where you identified trends or recurring problems and how you contributed to solutions. This will demonstrate your analytical skills and attention to detail.
✨Communicate Clearly and Confidently
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms, as you might need to guide customers through troubleshooting steps. Being friendly and approachable will also help you connect with the interviewer.
