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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.
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 we use, like Zendesk and SQL. Knowing your way around these will not only boost your confidence but also show us that you're ready to hit the ground running.
✨Tip Number 2
Practice your troubleshooting skills! Try solving common tech issues or even create mock scenarios. This will help you articulate your thought process during interviews and demonstrate your problem-solving prowess.
✨Tip Number 3
Brush up on your communication skills. We love clear and friendly support, so practice explaining technical concepts in simple terms. This will make you stand out when handling customer queries.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in 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 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 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!
✨Highlight Your Problem-Solving Skills
Be ready to share specific examples of how you've resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical thinking and ability to troubleshoot effectively, which are crucial for a Technical Support Analyst.
