Service Desk Analyst

At
IRIS Software Group
, we create software that helps schools work smarter. Our
iSAMS
system is used by schools around the world to manage everything from timetables and attendance to parent communication and reporting.

Our
Customer Services team
is the friendly voice and problem-solving hub behind it all - supporting teachers, administrators, and IT teams who rely on iSAMS every day.

If you enjoy helping people, explaining how things work, and solving problems, this could be a great fit for you.

This is a
remote, full-time role
working a
rotating shift pattern
:
06:00-14:00
,
08:00-16:00
, and
10:00-18:00
, Monday to Friday (alternating weekly between the three shifts).

Why This Role Matters

As a
Customer Services Analyst (2nd Line)
, you'll play a key role in keeping schools running smoothly. You'll respond to customer queries, figure out what's going wrong, and guide users through the right solutions.

Most queries are simple
"how-to" questions
- front-end only, not technical back-end work. You'll listen carefully, understand what the customer needs, and use your product knowledge to give them the right advice. You'll only escalate issues if absolutely necessary.

Because our customers are schools, the workload changes through the year - with busy times around term starts and reporting periods. You'll receive full training when you join, and there's plenty of room to grow your career in the wider
IRIS Education
team.

About the Team You'll Join

You'll be joining a friendly team of around 12 UK-based Analysts, working closely with colleagues around the world. We're helpful, professional, and passionate about making a difference for schools.

We share ideas, learn from each other, and support one another during busy times. You'll be trusted to deliver great service, but you'll never be on your own - there's always someone ready to help.

What Will You Be Doing?

• Answering customer questions via our helpdesk, phone, or email.
• Helping users with "how-to" queries and guiding them step-by-step.
• Logging and managing incidents through our system, keeping everything up to date.
• Spotting recurring problems and sharing them with the team for improvement.
• Highlighting potential software bugs for further review.
• Staying informed about product updates and new features.
• Sharing your knowledge with others and supporting new joiners when needed.

What Are We Looking For?

You'll be great in this role if you have:

• Experience working in a
  Service Desk or Helpdesk
  role.
• Confidence using an
  incident/ticket logging system
  .
• Excellent communication - calm, clear, and professional.
• A logical, organised way of working.
• Strong attention to detail and good time management.
• A helpful, positive attitude and willingness to learn.

It's even better if you have:

• Experience supporting
  software or SaaS products
  .
• Worked in a
  school or education setting
  , especially using Management Information Systems (MIS).
• Knowledge or experience with
  iSAMS
  .
• A teaching or school administration background.

Why Join IRIS?

At IRIS, we're proud to help schools and businesses succeed through great software and even better people. When you join us, you'll get:

• Purpose in your work
  – you'll help schools focus on what really matters: education.
• Full training and support
  – we'll make sure you're confident before handling queries on your own.
• Career growth
  – clear paths for progression across our Education teams.
• A friendly, supportive team
  – everyone helps each other.
• Flexible, remote working
  – enjoy the balance of working from home with structured shifts.

Our Application Process

We believe hiring should be fair, transparent, and straightforward:

Apply online

Send us your CV - no long forms, no fuss.

Initial Interview (plus Online Assessments)

A short chat with our Talent team plus two quick assessments:

• CCAT
  (15-minute timed test).
• EPP
  (untimed personality questionnaire).

Competency & Technical Interview (MS Teams)

Meet the iSAMS Customer Services team and showcase your skills and enthusiasm.

Join
IRIS
and help schools across the world deliver great education - one support ticket at a time.