Technical Support Analyst (iSAMS)
Competitive plus Bonus plus Benefits
Remote, UK
Full time permanent
Are you customer-focused and technically savvy? We have an incredible opportunity for you!
We're looking for someone to join our iSAMS Technical Support team at IRIS Software Group, working with a fantastic group of analysts to deliver top-notch second-line technical application support to our valued customers. If you thrive on providing high-quality service and enjoy solving technical problems, this role is perfect for you.
What will you be doing?
As a Technical Support Analyst, you'll play a crucial role in ensuring our customers receive prompt and effective support. Here's what your day-to-day will look like:
- Service Desk Management: Monitor our Service Desk logging system (Zendesk), ensuring all incidents and requests are resolved or triaged within SLAs and KPIs.
- Incident Resolution: Use remote access technology, knowledge sources, and diagnostic tools to resolve issues or escalate them to other teams or third-party suppliers.
- Call Flow Monitoring: Keep an eye on call flow and alert the relevant team when there are high volumes.
- Repetitive Incident Identification: Spot and report repetitive incidents to the relevant team with precise and accurate information.
- Support and Training: Assist Customer Support Analysts with quick and effective problem resolutions through support, guidance, escalation, or training.
- Client Interaction: Handle non-technical 'How To' queries and maintain accurate client information in the Service Desk logging system.
- Continuous Improvement: Participate in team projects that enhance the quality and efficiency of our support service, and keep our internal procedures up to date.
- Knowledge Sharing: Maintain a good understanding of the iSAMS product and stay informed about system developments.
- Training: Train new and existing iSAMS team members on using our system.
What are we looking for?
To be successful in this role, you'll need:
- Experience: Previous experience in a Service Desk/Helpdesk/Support environment at the 2nd line level, including incident management and working within SLAs.
- Technical Skills: Solid knowledge of SQL using MS SQL Management Studio, experience in debugging web-based applications, and preferably coding in ASP.NET (C#).
- IT Knowledge: Some understanding of IT systems, network configuration, major applications, and desktop support.
But it's not just about technical expertise. We're looking for someone who is:
- Detail-oriented and has strong analytical skills.
- A strong communicator, both written and verbal.
- A self-motivated team player who can work with little supervision.
- Organised and able to adapt to changing priorities with a flexible, 'can do' attitude.
- Willing to learn on the job and continuously improve.
Please Note: We may close applications early if we receive a high volume of interest. If you're ready to take on this exciting journey and make a real impact, submit your application today!
About IRIS
As one of the UK's largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today.
We're delighted to be certified as a Great Place to Work and one of the UK's Best Workplaces for Women.
These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.
IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.
This is why we work to create an environment where employees feel like they are part of a team.