Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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, 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 and familiarity with SQL and ticketing systems.
- Other info: Enjoy a rotating shift schedule with opportunities for growth in IT.
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
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 relevant experience in Service Desk or Helpdesk roles. We want to see how you've tackled incidents and resolved issues, so don’t hold back on those examples!
Show Off Your SQL Skills: Since this role involves SQL, be sure to mention any specific projects or tasks where you’ve used SQL. We love seeing practical applications of your skills, so let us know how you’ve used it to solve problems.
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 prepared to discuss your experience with SQL and how you've used it in past roles. You might even be asked to solve a problem on the spot, so practice some common queries and troubleshooting scenarios.
✨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 or watch some tutorials. This will show that you're proactive and ready to hit the ground running.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved issues in previous roles. Think about specific incidents where you had to troubleshoot effectively and how you communicated with customers during the process. This will demonstrate your ability to handle the responsibilities of the role.
✨Communicate Clearly and Confidently
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms, as you’ll need to guide customers through solutions. During the interview, be friendly and approachable—this will reflect the customer-friendly support they’re looking for.
