Junior Help Desk Support Assistant

Equin Limited; United Kingdom; Remote; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Bonus scheme up to 25% of profits

Pension with employer contribution up 

Private Medical Insurance

Group Life Assurance

Employee Assistance Programme

Free eye checks

Ergonomic equipment

Personal development budget

Flexible working

Annual team day

Summer social

Job summary

Equin Limited is seeking a Help Desk Support team member to assist schools using Insight, our assessment tracking software. You’ll be the first point of contact, helping staff learn and use the system effectively.

We offer a remote work setup with a quiet home workspace, full training, and a clear path from Junior to Advanced levels within the Support Desk team.

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service mindset with the ability to listen and respond thoughtfully.
• Able to explain features and workflows clearly to non-technical users.
• Comfortable learning new software and data tools.

Responsibilities

• Act as first point of contact for schools via email and phone with clear, friendly communication.
• Help teachers and leaders use Insight by explaining features and workflows.
• Troubleshoot issues and escalate complex problems when needed.
• Manage multiple support requests and prioritise workload.
• Record interactions accurately and ensure follow-up.
• Stay up to date with Insight and product changes.
• Collaborate across teams to maintain high-quality support.
• Handle customer data responsibly per company policy.
• Contribute to improving support processes and resources.

Skills

Excellent communication

Customer service

Email/Teams/Phone support

Data handling

Learning new tools

Problem solving

Teamwork

Attention to detail

Independent yet collaborative

Willingness to improve

Tools

Insight

Spreadsheets

Job description

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.

Who are we?

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.

What you’ll be doing

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.

Who we’re looking for

We’re looking for someone who is customer-first and service-driven, with a genuine care for schools and educators. You’re a calm, logical problem-solver who stays steady when things get busy or challenging, enjoys learning, and communicates clearly and warmly. You work well both independently and as part of a team, sharing knowledge, supporting others, and taking ownership of your responsibilities. You treat customer data with care, make decisions aligned with our values, and believe great work comes from healthy, sustainable ways of working that prioritise consistency, quality, and a positive team environment.

Skills & Experience

• Excellent written and verbal communication skills, with a clear, professional, and warm tone
• Strong customer service skills, with the ability to listen actively and respond thoughtfully
• Ability to balance multiple tasks and adapt to changing workflow priorities, including email, Microsoft Teams and phone support
• Confidence working with data, systems, and processes, and comfortable learning new tools
• Ability to explain complex information simply and patiently to non-technical users
• Logical problem-solving skills, including the ability to clearly talk through the steps taken to resolve an issue, not just the outcome
• Strong organisational skills and attention to detail, with reliable follow-through
• Ability to work independently while knowing when to ask for help
• Willingness to learn, take feedback positively, and continuously improve
• Strong team-working skills, including sharing knowledge and supporting colleagues
• Experience using Insight or other similar education, data, or assessment software
• Basic experience working with spreadsheets or data-driven tools

• Company-wide team bonus scheme to distribute up to 25% of profits;
• Workplace pension, with matched contributions up to 15%;
• Private Medical Insurance scheme (available following the successful completion of a probationary period);
• Company sick pay and other enhanced benefits;
• Group Life Assurance;
• Access to our Employee Assistance Programme;
• Free eye checks;
• Sit/stand desk and ergonomic equipment provided;
• Budget for continuous personal development;
• Flexible working and flexitime arrangements;
• A paid-for in-person team day towards the end of each year;
• Option to join our annual summer social in a central location.

The role is subject to the following conditions:

• Proof of right to work in the UK.
• A satisfactory basic DBS check.
• Two references satisfactory to the company.

Closing date: Applications will be reviewed on a rolling basis and no later than 6th November 2026. We reserve the right to withdraw this job advert at any time, once an offer has been made.

Privacy

Insight is a product provided by Equin Limited. Please refer to our Privacy Notice for details on the data we collect through our recruitment process.

We are committed to ensuring that there is no discrimination on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation at any stage of the recruitment process or in the terms and conditions offered to new employees, or promoted employees.

Please let us know if you require any adjustments at any stage of the recruitment process.