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We have a fantastic opportunity for a customer-focused and technically minded Technical Support Analyst to join our iSAMS Technical Support team.

This role is important as you will be working alongside a team of analysts to deliver a high quality, proactive second-line technical application support service to new and existing customers of iSAMS. You will help support the smooth and timely delivery of all areas of service as defined by the Service Level Agreement and Service Desk policies and procedures to ensure a high-quality response.

• Ensuring that the Service Desk logging system is constantly monitored, ensuring all incidents and requests are resolved or triaged within SLAs and KPIs
• Utilising remote access technology, knowledge sources and diagnostic tools to either resolve or triage tickets to other iSAMS teams or 3rd party suppliers
• Monitoring call flow and raising awareness to the relevant teams when required e.g. when there are high volumes
• Identifying repetitive incidents to raise awareness to the relevant teams by supplying precise and accurate information.
• Providing support to Customer Support Analysts
• Dealing with non-technical ‘How To’ type queries as required
• Assisting in maintaining accurate information to reduce impact on the Service Desk such as technical information for support forums and bulletin boards.
• Accurately updating any client information in the Service Desk logging system
• Regularly auditing the Service Desk logging system to ensure that tickets are effectively managed and to confirm that information held is accurate and relevant.
• Participating in team projects that enhances the quality and efficiency of the support service and continual development and learning activities within the team.
• Reviewing internal procedures on a regular basis to ensure that they are up-to-date and accurate proposing alterations and changes where necessary.
• Maintaining one or more information systems to ensure the highest quality and accuracy of data collation
• Training new and existing members of the iSAMS Team with the use of iSAMS as required
• Maintaining a good understanding of iSAMS product and keep up to date with system developments

• Previous experience of working in a Service Desk/Helpdesk/ Support environment at 2nd line level including experience of managing incidents through to resolution or escalation and working within SLAs
• Experience of debugging web-based applications.
• Solid knowledge of SQL using MS SQL Management Studio
• Experience of coding, preferably in ASP.NET (C#).
• Sound knowledge of IT systems, network configuration, major applications and desktop support
• Previous experience in a customer service role - experience of dealing directly with clients/customers
• Experience of using a call logging system
• Solid understanding incident management and ITIL principles
• Excellent attention to detail
• Strong communication skills both written and verbal
• Self-motivated team player
• Ability to work with little supervision
• Ability to diagnose and investigate issues
• Strong analytical skills
• Excellent organisational skills

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.

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.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.

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.

Email: IRIS.HR@iris.co.uk

Phone: 0344 815 5500