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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 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.
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 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. Let us know how you can contribute to our team!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've triaged and resolved tickets in the past. We love seeing clear, concise explanations of how you’ve tackled challenges and helped customers.
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 we’ll be able to track your application more efficiently!
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 the platform and understand how to triage and resolve tickets. This hands-on experience will give you confidence during the interview.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've successfully resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your thought process and demonstrate your ability to troubleshoot effectively.
✨Communicate Clearly and Confidently
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms, as you would to a customer. During the interview, focus on being friendly and approachable, which will reflect the customer-friendly support they value.
