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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.
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 help you in interviews but also show that you're ready to hit the ground running.
✨Tip Number 2
Practice your problem-solving skills! Think of common tech issues and how you'd resolve them. This will prepare you for those tricky questions during the interview.
✨Tip Number 3
Don’t underestimate the power of communication. Be clear and friendly when discussing your experiences. We want to see how you can connect with customers and make their day better!
✨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 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 experience with Service Desk/Helpdesk roles and SQL. We want to see how your skills match up with what we’re looking for, so don’t be shy about showcasing your relevant experience!
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 the Technical Support Analyst role. Let us know how you can help keep schools running smoothly!
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 problem-solving stories that demonstrate your ability to hit SLAs and KPIs.
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 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.
