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- Tasks: Triage and resolve technical issues while providing friendly support to schools.
- Company: Join a dynamic Service Centre team focused on education.
- Benefits: Remote work, flexible hours, and opportunities for professional growth.
- Why this job: Make a difference in education by solving real-world tech problems.
- Qualifications: Experience in service desk roles and familiarity with SQL required.
- Other info: Enjoy a collaborative environment with rotating shifts and occasional office visits.
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, spend some time getting to know them. This will not only boost your confidence but also show us that you're proactive and ready to hit the ground running.
✨Tip Number 2
Brush up on your SQL skills! As a Technical Support Analyst, having a solid grasp of SQL can really set you apart. We love candidates who can dive into databases and help solve issues quickly, so don’t hesitate to showcase your knowledge during interviews.
✨Tip Number 3
Practice your communication skills! You'll need to explain technical issues in a clear and friendly way. Try role-playing common support scenarios with a friend or family member to get comfortable with your delivery. Remember, we want to see how you can make complex info easy for customers!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you’re genuinely interested in joining our team. So, don’t wait—get your application in and let’s get the conversation started!
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 and understand how to navigate it. This will show that you're proactive and ready to hit the ground running.
✨Prepare for Customer Scenarios
Think about how you would handle various customer support situations. Prepare examples of how you've triaged or resolved issues in the past, focusing on your communication style and problem-solving approach. This will help you demonstrate your customer-friendly attitude.
✨Highlight Your IT Knowledge
Be ready to discuss your general IT knowledge, especially around desktops, major applications, and basic networks. Think of specific instances where your technical knowledge helped resolve an issue. This will show that you have a solid foundation to build upon in this role.
