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- Tasks: Triage and resolve technical support tickets while helping schools run smoothly.
- Company: Join a supportive Service Centre team dedicated to customer satisfaction.
- Benefits: Remote work flexibility with occasional office visits and a collaborative environment.
- Why this job: Make a difference by solving problems and supporting education through tech.
- Qualifications: Experience in service desk roles, SQL knowledge, and strong communication skills.
- Other info: Dynamic role with rotating shifts and opportunities for growth in IT.
The predicted salary is between 24000 - 36000 £ 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.
Ready to apply?
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 making you feel confident during the interview.
✨Tip Number 2
Brush up on your SQL skills! As a Technical Support Analyst, you'll need to understand SQL queries. Try solving some sample problems or even create a small project to showcase your skills when you chat with us.
✨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. We love hearing about real-life experiences that demonstrate your ability to keep things running smoothly.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows 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 any SQL skills you have. 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 off your personality! Keep it friendly and professional, and explain why you’re excited about helping schools run smoothly. We love seeing genuine enthusiasm for the role.
Show Off Your Problem-Solving Skills: In your application, mention specific examples where you triaged or resolved technical issues. We’re looking for those moments that demonstrate your troubleshooting prowess and how you’ve helped customers in the past.
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 don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
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. 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.
