IT Support Associate

IRIS Software Group is one of the UKs largest privately held software companies and a trusted provider of mission-critical software and services. Our purpose is simple: to ensure our customers get things right first time every time.

We are now seeking an IT Support Associate to join our Group IT team and help support colleagues across the IRIS business.

Reporting to ourIT Support Team Lead you will act as the first point of contact for IT-related issues and service requests across the organisation. Youll be responsible for diagnosing resolving and escalating incidents while delivering exceptional customer service and contributing to business outcomes.

Key Responsibilities

• Act as the first point of contact for service requests and incidents

• Log categorise and track incidents and service requests following agreed procedures

• Provide impact assessments and customer communication

• Diagnose and resolve first-line technical issues

• Monitor tickets from start to resolution escalating where necessary

• Provide advice to end users on appropriate solutions or actions

• Maintain accurate records and documentation

• Support problem identification and contribute to reliability data

• Create and update knowledge articles

• Adhere to performance targets policies and control standards

• Provide essential online security advice and guidance

About You

• A-Level (or equivalent) qualification or relevant experience

• Strong understanding of Microsoft products

• ITIL Foundation qualification or ITIL experience (beneficial)

• Experience working on an IT Service Desk or in End User Support (beneficial)

• Strong communication and customer service skills

• Excellent attention to detail

• Ability to document processes procedures and knowledge articles

• Strong time-management and organisational skills

Application Process

1. Apply using the link above

2. Complete CCAT & EPP Tests sent to you online:

   • CCAT: General aptitude test (15 minutes)

   • EPP: Employee personality test (untimed)

3. Short screening call with a recruiter

4. In-personday in our Manchester office on 18th Decemberwhere you will meet the team and get a feel for the office!

Please note: the vacancymay close early in the case of a high number of applications so please apply as soon as possible in order to ensure you are considered.

As one of the UKs 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 childs school 18% of UK employees are paid via an IRIS payroll solution 50000 SMEs use IRIS cloud bookkeeping and 21000 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.

Its vital these mission-critical functions work first time every time.

Thats 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.

Were delighted to be certified as a Great Place to Work and one of the UKs 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.