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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 with occasional office visits and a supportive team environment.
- Why this job: Make a real difference by helping schools run smoothly with your tech skills.
- Qualifications: Experience in service desk roles, SQL knowledge, and strong problem-solving abilities.
- Other info: Enjoy a rotating shift schedule with opportunities for growth in a tech-driven environment.
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?
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 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 in Service Desk/Helpdesk roles and any SQL knowledge you have. 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 ready to discuss how you've used SQL in past roles, and prepare to answer technical questions that may come up. Practising common SQL queries can really help you stand out!
✨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 your potential employer that you're proactive and ready to hit the ground running.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've successfully triaged and resolved issues in previous roles. Think about specific incidents where you identified trends or recurring problems and how you contributed to solutions. This will demonstrate your analytical skills and attention to detail.
✨Communicate Clearly and Confidently
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms, as you might need to guide customers through troubleshooting steps. Being friendly and approachable will also help you connect with the interviewer.
