We are looking for individuals to become a valued team member of our digital service desk as an Apprentice Support Desk Analyst within our digital service operations team supporting Arnold Clark staff in their day-to-day use of technology.\nArnold Clarkâs Digital department is responsible for delivering technology solutions that enable our businesses day to day operations.\n\nPrimarily Providing 1st line support to over 11,000 staff across 180 branches, you will be joining a team of analysts responding to incidents and requests both over the telephone and via our self-service portal. Day-to-day duties\n\nThe primary function of an apprentice Support desk Analyst is to deliver an outstanding level of customer service to the Arnold Clark Group.\u00A0\n(SFIA Skill: Customer Service Support, CSMG, Levels 1,2 &3)\nProviding software, hardware and application support to Arnold Clark employees throughout the UK.\n(SFIA Skills: Application Support, ASUP, Levels 2&3)\nFollowing processes and technical information.\nActing as point of contact for phone calls from staff regarding IT issues and queries.\nProviding timely, resolution for technical support issues while following company policies and standards.\n(SFIA Skills: Problem Management, PBMG, Levels 2&3)\nAccurately logging and monitoring all incidents to help identify potential problem trends.\nEscalating incidents to our 2nd line teams.\nEnsuring the appropriate incident management and request fulfilment processes are followed effectively.\n(SFIA Skill: Incident Management USUP, Levels 1&2)\nEngaging in continuous service improvement initiatives to support business objectives.\nEnsuring that the appropriate escalation path is followed for priority incidents and requests.\nWorking with the relevant teams to create training documentation and user guides regarding the use of Arnold Clark bespoke applications.\n(SFIA Skill: Content design and authoring: INCA, Levels 1&2) The ideal candidate will have some experience of working in a busy customer facing environment and will have a passion for delivering exceptional customer service.\n\nYou will be an adaptable team player with the willingness to learn and use skills to deliver remote and customer-facing support for our evolving customer base and bespoke applications.\n\nYou will need to have gained or be working towards National 4 or above, or equivalent in Maths, English and one other subject. \n\nDesirable Skills & Knowledge (Not essential)\n\nA general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly.\n(SFIA Skill: Infrastructure Operations, ITOP Levels 1&2)\nKnowledge of Microsoft-based operating systems and suites (Windows 11, Office 365)\nKnowledge or experience of Active Directory/Exchange administration\nAnalytical thinking/decision making skills.\nAbility to provide high quality service delivery and customer satisfaction.\nThe flexibility to handle rapidly changing priorities.\nAbility to communicate clearly and effectively with technical and non-technical staff.\nexperience of Microsoft Teams and Office 365 administration\nExposure to Cisco telephony, Jabber and Finesse\nKnowledge of MS SharePoint