What are the responsibilities and job description for the IT Support Analyst position at IRIS Software Group?
About IRIS Software Group
IRIS Software Group is one of the UK's largest privately held software companies, acquired by Hg Capital in 2018. Our mission is to be the most trusted provider of mission-critical software and services, helping our customers get it right the first time, every time.
We simplify complex processes, allowing professionals in businesses and schools to focus on the work they love. Our software solutions and services support finance, HR, payroll teams, educational organisations, and accountancy firms—ensuring compliance, boosting productivity, and enhancing stakeholder engagement. By automating and providing insights on everyday mission-critical tasks, IRIS helps organisations of all sizes operate with certainty and confidence.
With over 120,000 UK and international customers, 80% of whom have been with us for five or more years, IRIS is a trusted partner across industries. We are the largest third-party online filer with the UK Government, serving 91 of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms. Around 20% of the UK workforce is paid via IRIS payroll solutions, over 850,000 employees are managed through our HR platforms, and more than 11,000 UK schools and academies rely on IRIS to connect with parents and manage communications.
IRIS is backed by Hg, Europe's leading software investor, and is committed to supporting our growth with dedicated operational and innovation support.
Role Overview
As an IT Support Analyst based onsite, you will be the frontline technical expert, providing hands-on support to ensure employees experience minimal disruption from IT issues. Your work will be critical in maintaining the health of our IT infrastructure and fostering a productive, efficient workplace. You will troubleshoot, diagnose, and resolve hardware and software issues while offering guidance to end-users.
Key Responsibilities
•
Serve as the first point of contact for users with hardware, software, and application issues.
•
Troubleshoot and resolve technical problems, escalating complex cases to senior teams when necessary.
•
Document user interactions and resolution steps in the service desk system.
•
Maintain and update the IT knowledge base.
•
Assist with setup, configuration, and deployment of end-user hardware and software.
•
Conduct hardware and software inventory management.
•
Participate in IT projects and provide input for process improvements.
•
Deliver on-the-spot training to end-users to prevent recurring issues.
•
Ensure compliance with security and privacy protocols.
•
Monitor IT infrastructure performance and report potential issues proactively.
•
Collaborate with team members to share knowledge and provide cross-coverage.
•
Stay up to date with system changes, updates, and best practices.
Required Experience & Skills
•
Technically competent with standard software tools (e.g., Word, Excel, PowerPoint).
•
Experience with back-end administration of Microsoft products (Active Directory, Azure).
•
Proven ability to work under deadlines and manage multiple tasks in a fast-paced environment.
•
Desire to learn new technologies and grow professionally.
•
Experience in an IT Service Desk or end-user support role.
•
Strong documentation skills for processes, procedures, and knowledge articles.
•
Hands-on experience building and configuring end-user hardware is a plus.
Why Join IRIS?
At IRIS, you'll be part of a dynamic, growing business where your work directly impacts the productivity and satisfaction of thousands of users. You'll have opportunities to expand your skills, contribute to meaningful projects, and be part of a supportive, innovative team.
IRIS Software Group is one of the UK's largest privately held software companies, acquired by Hg Capital in 2018. Our mission is to be the most trusted provider of mission-critical software and services, helping our customers get it right the first time, every time.
We simplify complex processes, allowing professionals in businesses and schools to focus on the work they love. Our software solutions and services support finance, HR, payroll teams, educational organisations, and accountancy firms—ensuring compliance, boosting productivity, and enhancing stakeholder engagement. By automating and providing insights on everyday mission-critical tasks, IRIS helps organisations of all sizes operate with certainty and confidence.
With over 120,000 UK and international customers, 80% of whom have been with us for five or more years, IRIS is a trusted partner across industries. We are the largest third-party online filer with the UK Government, serving 91 of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms. Around 20% of the UK workforce is paid via IRIS payroll solutions, over 850,000 employees are managed through our HR platforms, and more than 11,000 UK schools and academies rely on IRIS to connect with parents and manage communications.
IRIS is backed by Hg, Europe's leading software investor, and is committed to supporting our growth with dedicated operational and innovation support.
Role Overview
As an IT Support Analyst based onsite, you will be the frontline technical expert, providing hands-on support to ensure employees experience minimal disruption from IT issues. Your work will be critical in maintaining the health of our IT infrastructure and fostering a productive, efficient workplace. You will troubleshoot, diagnose, and resolve hardware and software issues while offering guidance to end-users.
Key Responsibilities
•
Serve as the first point of contact for users with hardware, software, and application issues.
•
Troubleshoot and resolve technical problems, escalating complex cases to senior teams when necessary.
•
Document user interactions and resolution steps in the service desk system.
•
Maintain and update the IT knowledge base.
•
Assist with setup, configuration, and deployment of end-user hardware and software.
•
Conduct hardware and software inventory management.
•
Participate in IT projects and provide input for process improvements.
•
Deliver on-the-spot training to end-users to prevent recurring issues.
•
Ensure compliance with security and privacy protocols.
•
Monitor IT infrastructure performance and report potential issues proactively.
•
Collaborate with team members to share knowledge and provide cross-coverage.
•
Stay up to date with system changes, updates, and best practices.
Required Experience & Skills
•
Technically competent with standard software tools (e.g., Word, Excel, PowerPoint).
•
Experience with back-end administration of Microsoft products (Active Directory, Azure).
•
Proven ability to work under deadlines and manage multiple tasks in a fast-paced environment.
•
Desire to learn new technologies and grow professionally.
•
Experience in an IT Service Desk or end-user support role.
•
Strong documentation skills for processes, procedures, and knowledge articles.
•
Hands-on experience building and configuring end-user hardware is a plus.
Why Join IRIS?
At IRIS, you'll be part of a dynamic, growing business where your work directly impacts the productivity and satisfaction of thousands of users. You'll have opportunities to expand your skills, contribute to meaningful projects, and be part of a supportive, innovative team.
