At a Glance
- Tasks: Provide second-line support for bespoke software applications and resolve customer issues.
- Company: Join Arnold Clark Digital, a leader in car retail and mobility.
- Benefits: Enjoy 33 days' annual leave, hybrid working, and generous employee discounts.
- Other info: Be part of a diverse team that values collaboration and personal growth.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic digital environment.
- Qualifications: Over two years of IT support experience and strong communication skills required.
The predicted salary is between 36000 - 60000 € per year.
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.
Why choose us?
- 33 days’ annual leave
- Hybrid working
- Generous employee discounts
- Private healthcare
- Workplace pension
- Extensive training opportunities to grow and develop your skills
- …and much more
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.
About the role
Arnold Clark’s Digital department is responsible for delivering application support across our rapidly growing business. You’ll be an adaptable team player with the skills to 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.
Knowledge and experience
- Application support: This role requires providing second-line support for bespoke software applications, resolving issues through incident management systems, phone and email. Level 4 is appropriate, as it reflects the capability to handle complex support tasks independently and manage incidents effectively.
- Incident management: This role involves managing incidents, particularly for web and application troubleshooting, and includes coordinating with external suppliers for issue resolution.
- Supplier management: The role requires direct interaction with third-party suppliers to address application-related issues.
- Problem management: The role involves troubleshooting and problem resolution for web applications, focusing on identifying and analysing issues for effective resolution.
- Knowledge management: This role includes writing and updating technical documentation to support knowledge sharing within the support team.
- Customer service support: Given the strong focus on service delivery, customer satisfaction and mentoring first-line support are vital to this role.
- Configuration management: The role may involve configuring and maintaining application settings or managing software versions for internal applications.
- Functional testing: This role requires working with third-line teams and development to test application changes.
- Learning delivery: The role includes training and mentoring first-line support staff.
Knowledge and experience
- Over two years’ IT support experience
- A strong focus on service delivery and customer satisfaction
- Attention to detail with a methodical and thorough approach to work
- 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 (but not essential)
- 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
At Arnold Clark, we are adopting SFIA Version 9 framework for all roles that require digital / IT skills. In the case of this role, we have reviewed the required skills and skill levels that we regard as essential. To find out more about SFIA and version 9 of the framework, you can visit https://sfia-online.org/en. You may be asked to provide evidence as to how you are already operating at these skill levels if you are invited to interview with us.
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.
2nd Line Applications Support Analyst in Glasgow employer: Arnold Clark Group
At Arnold Clark, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values diversity and collaboration. With extensive training opportunities, generous benefits including 33 days of annual leave and private healthcare, and a commitment to employee growth, our team members thrive in a supportive environment. Located in Hillington, Glasgow, this hybrid role allows for flexibility while contributing to our mission of delivering outstanding digital experiences in the car retail industry.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Applications Support Analyst in Glasgow
✨Tip Number 1
Get to know the company inside out! Research Arnold Clark's Digital department and understand their vision for customer experience. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since this role involves troubleshooting and incident management, think of examples from your past experiences where you've successfully resolved issues. Be ready to share these during interviews to demonstrate your capabilities.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. They might even give you tips on what to highlight during your interview!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Arnold Clark family. Good luck!
We think you need these skills to ace 2nd Line Applications Support Analyst in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Applications Support Analyst role. Highlight your relevant experience in IT support, incident management, and customer service. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your experience with application support and problem management.
Showcase Your Communication Skills:Since strong written communication is key for this role, make sure your application is clear and concise. We love candidates who can express their thoughts well, so pay attention to grammar and structure!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Arnold Clark Group
✨Know Your Applications
Make sure you’re familiar with the specific applications and software mentioned in the job description. Brush up on your knowledge of bespoke software applications and incident management systems, as this will show that you’re ready to hit the ground running.
✨Demonstrate Problem-Solving Skills
Prepare to discuss past experiences where you successfully resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your ability to stay calm under pressure and manage incidents effectively.
✨Showcase Your Customer Service Focus
Since customer satisfaction is key for this role, be ready to share examples of how you’ve provided excellent service in previous positions. Emphasise your communication skills and how you’ve mentored first-line support staff to enhance their performance.
✨Familiarise Yourself with SFIA
As Arnold Clark is adopting the SFIA Version 9 framework, it’s a good idea to understand what this entails. Be prepared to discuss how your skills align with the required levels and provide evidence of your capabilities during the interview.
