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- 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 difference by helping schools run smoothly with your tech skills.
- Qualifications: Experience in service desk roles and familiarity with SQL and ticketing systems.
- Other info: Enjoy a rotating shift schedule with 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 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 help you shine during any technical assessments or interviews.
✨Tip Number 3
Don’t underestimate the power of communication. Be clear and friendly when discussing your experiences. We love candidates who can explain complex issues simply!
✨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 Service Desk experience and SQL skills. 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 us your personality! Keep it friendly and professional, and explain why you’re excited about helping schools run smoothly. Mention any specific experiences that relate to troubleshooting and customer support.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've triaged and resolved issues in the past. We love seeing clear, concise explanations of how you approached problems and what tools you used, especially if they relate to ticketing systems.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll find all the info you need right there. Plus, we love seeing applications come in through our own channels!
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 triaged and resolved issues in previous roles. Think about specific incidents where you identified recurring problems and how you contributed to solutions. This will demonstrate your analytical skills and ability to handle customer queries effectively.
✨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.
