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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?
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.
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, give examples of how you've triaged or resolved tickets in the past. We’re looking for clear, concise stories that demonstrate your troubleshooting prowess and ability to hit SLAs/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 don’t miss out on any important updates. 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 your experience with SQL and how you've used it in past roles. Practising common SQL queries can help you feel more confident when answering technical questions.
✨Familiarise Yourself with Zendesk
Since you'll be using Zendesk for ticket management, take some time to explore its features. Understanding how to navigate the system and manage tickets will show that you're proactive and ready to hit the ground running.
✨Prepare for Customer Scenarios
Think about common customer issues you might encounter and how you would resolve them. Being able to articulate your problem-solving process and provide clear, friendly guidance will demonstrate your suitability for a support role.
✨Show Off Your Communication Skills
Strong communication is key in this role. Practice explaining technical concepts in simple terms, as you'll need to do this for customers. During the interview, make sure to listen actively and respond thoughtfully to questions.
