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For Companies At a Glance
- Tasks: Triage and resolve technical support tickets while helping schools run smoothly.
- Company: Join a supportive Service Centre team dedicated to customer satisfaction.
- Benefits: Remote work flexibility with occasional office visits and a collaborative environment.
- Why this job: Make a difference in education by providing essential tech support.
- 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.
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! 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
Apply through our website! We love seeing applications directly from candidates who are excited about joining us. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
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 descriptions of your thought process and how you’ve contributed to improving processes or resolving recurring issues.
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 be able to keep track of your application status. Plus, we love seeing candidates who take that extra step!
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 maybe even prepare for some practical questions or scenarios they might throw at you.
✨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 explore its functionalities beforehand so you can speak confidently about how you would use it to manage support tickets.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved technical issues in the past. Think of specific instances where you identified recurring problems and how you contributed to solutions, as this will demonstrate your analytical skills.
✨Communicate Clearly and Confidently
Since the role involves providing clear, customer-friendly guidance, practice explaining technical concepts in simple terms. This will not only help you in the interview but also show that you can communicate effectively with customers.
