Overview
1st Line Support Desk Analyst role at Arnold Clark in the Digital department. Based at 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. You’ll be joining a team of analysts providing 1st line support to over 11,500 staff across more than 200 branches, responding to incidents and requests over the phone and through our ITSM self-service portal. The ideal candidate will have experience 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 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
* Ensuring the appropriate incident management and request fulfilment processes are followed
* Engaging in continuous service improvement initiatives to support business objectives
* Following the appropriate escalation path for priority incidents and requests
* Creating training documentation and user guides about Arnold Clark bespoke applications
Essential Skills
* A general knowledge of IT systems and infrastructure with the ability to learn new tools quickly
* Strong knowledge of Microsoft-based operating systems and 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
* Flexibility to handle rapidly changing priorities
* Clear and effective communication 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
Benefits
* 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
Kilbirnie Street office, Glasgow
Hours
Full time: Monday – Friday 37.5 hours per week with rotational weekend cover (one in three)
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. Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Motor Vehicle Manufacturing
* Hospitality
* Retail
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