Overview
Join to apply for the 2nd Line Applications Support Analyst role at Arnold Clark. We’re looking for an experienced 2nd Line Application Support Analyst to work in our Digital department.
Our vision at Arnold Clark Digital is to give our customers an outstanding, integrated and personalised digital experience, ensuring Arnold Clark is easy to do business with and remains one of the leaders in the car retail and mobility industry.
Hours
Full time: Monday – Friday, 37.5 hours from 8.30am – 6pm. You will be required to provide rotational weekend cover, along with rotation cover for sales month end (12pm – 8pm). You may also be asked to provide weekend cover for sales and aftersales staff at our branches on a rota basis.
Location
This is a hybrid role, with your time spread between your home and our Head Office in Hillington, Glasgow.
Responsibilities
* Deliver remote and customer-facing support for our constantly expanding customer base and new applications, delivering technical and administrative services to support and maintain live applications.
* Provide second-line support for bespoke software applications, resolving issues through incident management systems, phone and email.
* Manage incidents, particularly for web and application troubleshooting, coordinating with external suppliers for issue resolution.
* Direct interaction with third-party suppliers to address application-related issues.
* Troubleshoot and problem resolution for web applications, focusing on identifying and analysing issues for effective resolution.
* Write and update technical documentation to support knowledge sharing within the support team.
* Mentoring first-line support staff and delivering training.
Qualifications
* Over two years’ IT support experience.
* A strong focus on service delivery and customer satisfaction.
* Attention to detail with a methodical and thorough approach.
* Ability to stay calm under pressure.
* Strong written and communication skills.
* A focused team player.
* Highly organised with excellent communication skills.
* Great time management and the ability to prioritise multiple responsibilities.
Nice to have
* Experience of working in an application support role.
* Quality Assurance certification and experience/knowledge of web testing methodology.
* Experience/knowledge of ITIL.
* Understanding of LAN/WAN technologies – TCP/IP, Ethernet, ADSL, VPN etc.
* Experience/knowledge of Kerridge/Rev8 DMS Application.
Benefits
* 33 days’ annual leave.
* Hybrid working.
* Generous employee discounts.
* Private healthcare.
* Workplace pension.
* Extensive training opportunities to grow and develop your skills.
Culture & EEO
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.
We are adopting SFIA Version 9 framework for all roles that require digital/IT skills. To find out more about SFIA and version 9 of the framework, you can visit: https://sfia-online.org/en.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.
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