Job Description

Salary:

Competitive plus benefits

Type of work:

Permanent

Location:

Glasgow

About the role



We're looking for an experienced 1st Line Support Desk Analyst to work in our Digital department.

We offer:

33 days' holiday allowance with room to grow

Private healthcare

Generous retail discounts

Flexible leave

Maternity and paternity packages

Access to training opportunities to grow and develop skills

And much more...



Location



Based at our Kilbirnie Street office, Glasgow



Hours

Full time:

Monday - Friday 37.5 hours per week with rotational weekend cover (one in three)



About the role



Arnold Clark's Digital department is responsible for delivering technical solutions across our business.



Providing 1st line support to over 11,500 staff across over 200 branches, you will be joining a team of analysts responding to incidents and requests, both over the phone and through our ITSM self-service portal.



The ideal candidate will have previous experience of working in a busy IT support desk environment.



You'll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly evolving customer base and bespoke applications.



Day-to-day duties



Delivering an outstanding level of customer service to the Arnold Clark Group

Providing 1st line user, software, hardware and application support to Arnold Clark employees throughout the UK

Writing and updating technical information

Acting as a single point of contact for phone calls from staff about IT issues

Providing timely, first-time call resolution for technical support issues while following company policies and standards

Accurately logging and monitoring all incidents to help identify potential problem trends

Escalating incidents to our 2nd line teams

Making sure the appropriate incident management and request fulfilment processes are followed effectively

Engaging in continuous service improvement initiatives to support business objectives

Following the appropriate escalation path for priority incidents and requests

Working with the relevant teams to create training documentation and user guides about the use of Arnold Clark bespoke applications



Essential skills



A general knowledge of IT systems and infrastructure with an ability to learn new tools and areas quickly

Strong knowledge of Microsoft-based operating systems and suites (e.g. Windows 10, Office 365)

Knowledge or experience of Active Directory or Exchange administration

Analytical thinking and decision-making skills

Ability to provide high-quality service delivery and customer satisfaction

The flexibility to handle rapidly changing priorities

Ability to communicate clearly and effectively with technical and non-technical staff

Ability to work from home



Nice to have (but not essential)



Experience of Microsoft Teams and Office 365 administration

Exposure to Cisco telephony, Jabber and Finesse

Knowledge of Microsoft SharePoint



Our Culture



Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do - diverse in our make-up, united in our goals.



To find out more about Life at Arnold Clark, visit our website.



Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.



LinkedIn

Facebook

X

Benefits



Every Arnold Clark employee is entitled to a wide range of benefits, including:



Discount on new and used vehicles

Contributory pension scheme

Private medical insurance

Life assurance