SQL & Software Support Analyst — Public Sector

Source Group International; Sheffield; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

Source Group International is seeking a Technical Support Analyst in Sheffield. The role focuses on SQL troubleshooting, software support, and direct customer interaction within a public sector software environment.

You will manage support tickets, assist with Windows/AD issues, and provide clear technical resolutions. The position offers hybrid work with 2 days per week onsite and a clear two-stage interview process.

Qualifications

• SQL hands-on experience to investigate and resolve software or application issues.
• Experience supporting business-critical software systems.
• Experience using Zendesk, Jira or similar ticketing systems.
• Knowledge of Active Directory and Windows troubleshooting.
• Customer-facing communication with external customers and stakeholders.

Responsibilities

• Provide technical and application support to police forces and public sector customers, ensuring business-critical systems operate effectively.
• Investigate, troubleshoot and resolve SQL-related issues, software incidents and application errors.
• Manage, prioritise and resolve support tickets using Zendesk, Jira or similar ticketing systems.
• Support and troubleshoot Windows environments, Active Directory and wider IT infrastructure.
• Act as a direct point of contact for customers, communicating technical issues and providing clear resolutions.
• Perform root cause analysis on recurring incidents, identifying opportunities to improve system reliability.
• Escalate complex technical issues to relevant internal teams while maintaining ownership through to resolution.
• Maintain accurate technical documentation, incident records and knowledge base articles.

Skills

SQL

Software Support

Ticketing Systems

Active Directory

Windows

Customer-Facing

Analytical Skills

Tools

Zendesk

Jira

ServiceNow

Job description

Source Group International is seeking a Technical Support Analyst in Sheffield. The role focuses on SQL troubleshooting, software support, and direct customer interaction within a public sector software environment.

You will manage support tickets, assist with Windows/AD issues, and provide clear technical resolutions. The position offers hybrid work with 2 days per week onsite and a clear two-stage interview process.