1st Line Support Desk Analyst

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.