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- Tasks: Triage and resolve technical issues while providing friendly support to schools.
- Company: Join a dynamic Service Centre team dedicated to keeping education running smoothly.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference in education by solving problems and helping customers.
- Qualifications: Experience in service desk roles and familiarity with SQL and ticketing systems.
- Other info: Enjoy a supportive environment with rotating shifts and occasional office visits.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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 ready to demonstrate how you can explain complex tech issues in a simple way. We love clear, friendly support!
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on 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 you’ve worked with ticketing systems like Zendesk.
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 platform!
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 solve some basic SQL queries on the spot. This will show that you’re not just familiar with it, but that you can apply it effectively.
✨Familiarise Yourself with Zendesk
Since you'll be using Zendesk for ticket management, take some time to explore its features. Understand how to triage and resolve tickets efficiently. If you can demonstrate familiarity with the platform during your interview, it’ll give you a leg up over other candidates.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled tricky support issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your thought process and problem-solving abilities clearly.
✨Communicate Clearly and Confidently
As a Technical Support Analyst, clear communication is key. Practice explaining technical concepts in simple terms. During the interview, focus on being friendly and approachable, as this reflects the customer-friendly guidance they’re looking for.
