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. Senior Technical Support Analyst…
What you'll do
* Triage, troubleshoot, and resolve tickets in
Zendesk
, keeping notes crisp and hitting
SLAs/KPIs
. Senior Technical Support Analyst…
* 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
.
* 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
* SQL
basics;
IIS
and
Reporting Services
familiarity.
* 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?
Hiring #TechSupport #ServiceDesk #ITJobs #RemoteJobs #ITIL