Apprentice Support Desk Analyst

Arnold Clark; Glasgow; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Career development

Training

Benefits package

Job summary

Arnold Clark’s Digital service desk is seeking an Apprentice Support Desk Analyst to join the Digital Service Operations team, supporting staff in their daily use of technology. The role is on-site across Glasgow locations with 37.5 hours per week (Mon–Fri) and potential weekend rotation.

You will gain experience delivering 1st line software, hardware and application support, using ITIL-style processes while learning bespoke Arnold Clark systems and collaborating with colleagues to resolve

Qualifications

• Experience in a busy customer-facing environment is desirable.
• Strong customer service focus and desire to help users.
• Adaptable team player with willingness to learn and use new tools.
• Ability to provide clear communication to technical and non-technical staff.

Responsibilities

• Provide 1st line IT support to Arnold Clark staff across the UK.
• Log, monitor and resolve incidents and requests.
• Escalate complex issues to 2nd line teams when needed.
• Create and update training documentation and user guides.

Skills

Customer service

Communication

Teamwork

Problem solving

Analytical thinking

Microsoft Teams

Office 365

Windows 11

Jabber

Finesse

SharePoint

Education

GCSEs or equivalent

Tools

Active Directory

Exchange

Job description

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.

Hours

Full time: Monday to Friday, 37.5 hours per week between the hours of 8.00am and 6pm.

When appropriately trained you may be required to provide rotational weekend cover as part of the team (1 in 3).

Location

This is an on-site role, with your time spread between both of our Head Office locations in Kilbirnie Street, Glasgow and Hillington.

About the role

Arnold Clark’s Digital department is responsible for delivering technology solutions that enable our businesses day to day operations.

Primarily 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.

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.

You 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.

• The primary function of an apprentice Support desk Analyst is to deliver an outstanding level of customer service to the Arnold Clark Group.
  • (SFIA Skill: Customer Service Support, CSMG, Levels 1,2 &3 )
• Providing software, hardware and application support to Arnold Clark employees throughout the UK.
  • (SFIA Skills: Application Support, ASUP, Levels 2&3)
• Following processes and technical information.
• Acting as point of contact for phone calls from staff regarding IT issues and queries.
• Providing timely, resolution for technical support issues while following company policies and standards.
  • (SFIA Skills: Problem Management, PBMG, Levels 2&3)
• 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 effectively.
  • (SFIA Skill: Incident Management USUP, Levels 1&2 )
• Engaging in continuous service improvement initiatives to support business objectives.
• Ensuring that the appropriate escalation path is followed for priority incidents and requests.
• Working with the relevant teams to create training documentation and user guides regarding the use of Arnold Clark bespoke applications.
  • (SFIA Skill: Content design and authoring: INCA, Levels 1&2)
• A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly.
  • (SFIA Skill: Infrastructure Operations, ITOP Levels 1&2)
• Knowledge of Microsoft-based operating systems and suites (Windows 11, Office 365)
• Knowledge or experience of Active Directory/Exchange administration
• Analytical thinking/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.
• experience of Microsoft Teams and Office 365 administration
• Exposure to Cisco telephony, Jabber and Finesse
• Knowledge of MS SharePoint

In return for your dedication, you will be offered a competitive salary, plus benefits. This role offers fantastic opportunities for progression, and we will provide training and career development.

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

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