Junior Help Desk Support Assistant

We’re looking for someone to join our friendly help desk, assisting customers with technical support to use our assessment tracking software Insight.

Our ideal candidate has experience working with primary assessment data, is computer/software savvy and has excellent communication skills. You’ll need to be comfortable learning the ins-and-outs of our bespoke software package and the intricacies of primary school assessment policy, and have a genuine desire to help others.

Location
:
Homeworking. You’ll need a suitable working-from-home environment with reliable internet access and a quiet workspace. All equipment will be provided by the company.

Hours
:
Normal hours are:
Monday to Friday, 9.00am – 4.30pm, with a 30 minute unpaid lunch. We offer Flexi-by-Request (people may vary their hours within certain parameters approved by the manager).

Starting Salary
: £31,294 with participation in our company-wide bonus scheme, plus benefits (detailed below).

Holiday
: 40 days/8 weeks a year (this is inclusive of public holidays should you choose to take them as holiday).

Start Date
: TBC.

Probationary Period
: 4 months.

Established in 2007, we help schools make sense of assessment data through purposeful software and dedicated expertise.

Our main focus is Insight, our assessment tracking web app for primary schools. Almost 6000 schools nationally use this service to track the attainment and progress of their pupils, and we’re growing every year. Our customers love the system and send us great feedback!

We place a high value on delivering an excellent experience for our customers. To us this means working hard to create a product which is simple to use, genuinely helpful and well supported. We want customers to feel that we’re easy to reach and have their backs. We’re here to help them feel confident using Insight and to make sure they’re using it to its full potential.

Our help desk team plays a critical role in ensuring that our customer support is always first-class.

As a Help Desk Support Team member, you will be one of the first points of contact for onboarded schools using Insight. You’ll support school staff including teachers and school leaders by answering questions, solving problems, and helping them use Insight confidently and effectively.

This role is well suited to a tech-savvy individual who may have an educational background or equivalent experience and is looking for a career change. There are clear opportunities to develop through Junior, Senior, and Advanced levels within the Support Desk team. Full training and ongoing support will be provided to help you build your knowledge, confidence, and autonomy over time.

Core Responsibilities

• Act as a first point of contact for schools, responding to support queries via email and phone in a clear, friendly, and professional manner.
• Help teachers and school leaders use Insight confidently by explaining features, workflows, and solutions clearly and patiently.
• Investigate, troubleshoot, and resolve support issues, escalating more complex problems when appropriate.
• Manage multiple support requests effectively, prioritising workload as demand fluctuates
• Record support interactions accurately, ensuring clear notes and appropriate follow-up.
• Maintain a strong understanding of Insight and stay up to date with product changes.
• Work collaboratively both in Support and across the company to share knowledge and maintain consistent, high-quality support.
• Handle customer data responsibly and in line with company policies.
• Contribute to improving support processes, documentation, and help resources over time.

We’re looking for someone who is customer-first and service-driven, with a genuine care for schools and…