Customer Services Analyst - 2nd Line

Customer Services Analyst – 2nd Line (Education, IRIS Financials)

Competitive + Bonus + Benefits

Remote, UK

Permanent Full time

Are you prepared to take your skills to the next level? We’re looking for a Customer Services Analyst to join our 2nd Line IRIS Financials Support team at IRIS Software Group! In this essential role, you will provide comprehensive support for our Advantage Service, ensuring our new and existing customers receive exceptional service.

As a key member of our team, you’ll help uphold the high standards outlined in our Service Level Agreements (SLAs) and Service Desk policies, ensuring every aspect of our service meets quality expectations.

What will you be doing?

In your role as a Customer Services Analyst (2nd Line), you’ll be responsible for:

• Monitoring the Service Desk: Keep a constant eye on our Zendesk system to ensure incidents and requests are resolved promptly and in line with our SLAs and Key Performance Indicators (KPIs).


• Maintaining Accurate Records: Ensure that Zendesk is updated with accurate notes and information for effective communication.


• Handling Inquiries: Manage calls, create tickets, resolve requests, and route them to the appropriate teams or third-party suppliers as needed.


• Identifying Trends: Spot recurring incidents and share detailed information with relevant teams for swift resolution.


• Supporting Teams: Facilitate quick and effective resolutions to problems through support, guidance, escalation, or training.


• Providing ‘How To’ Guidance: Address non-technical queries as they arise, ensuring customers get the information they need.


• Creating Knowledge Resources: Maintain user guides and knowledge articles to enhance our support resources.


• Auditing the System: Regularly review Zendesk to ensure tickets are effectively managed and information is current.


• Engaging in Learning: Participate in ongoing training and team projects aimed at improving our service quality and efficiency.


• Proposing Improvements: Review and suggest enhancements to our internal procedures as necessary.


• Training New Team Members: Help onboard and train new and existing iSAMS team members on our products.


• Staying Informed: Maintain a strong understanding of the iSAMS product and keep up with system developments.


• Embracing New Challenges: Take on any other reasonable tasks or projects that align with our business needs.

What are we looking for?

• Prior experience in a 1st or 2nd Line IT role.


• Proficiency in customer interaction and a relevant background in software support.


• Capability to write and run SQL scripts.


• Familiarity with Microsoft Office Suite.


• A strong customer-centric mindset focused on satisfaction.


• Excellent problem-solving skills and the ability to communicate effectively, both written and verbal.


• Strong attention to detail and the ability to build relationships with both internal and external stakeholders.


• The capability to work under pressure and manage competing priorities.

Why Apply?

• Professional Growth: This is a fantastic opportunity to develop your career within a supportive team that values your contributions.


• Collaborative Environment: Be part of a team that fosters collaboration and continuous improvement.


• Impactful Role: Play a key part in enhancing our customer experience and supporting our clients effectively.

If you’re excited about providing outstanding service and support, we want to hear from you! Apply now and take the next step in your career with IRIS Software.

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.