At a Glance
- Tasks: Support Arnold Clark staff with tech issues and deliver exceptional customer service.
- Company: Join the dynamic team at Arnold Clark's digital service desk.
- Benefits: Competitive salary, training opportunities, and career development.
- Other info: On-site role with great progression opportunities in a supportive environment.
- Why this job: Make a real difference by helping over 11,000 staff with their tech needs.
- Qualifications: Customer service experience and a passion for technology.
The predicted salary is between 33750 - 41250 £ per year.
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 Share Point
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:
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Apprentice Support Desk Analyst in Glasgow employer: Arnold Clark
Arnold Clark is an exceptional employer, offering a dynamic work environment at our Kia branch in Linwood, where you can thrive as a Sales Consultant. With a focus on employee well-being, we provide flexible working hours, private healthcare, and generous annual leave, ensuring a healthy work-life balance. Join us to develop your career in a supportive culture that values strong customer relationships and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Apprentice Support Desk Analyst in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arnold Clark. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arnold Clark before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Apprentice Support Desk Analyst in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arnold Clark:Your cover letter is your chance to shine! Tell us why you want to work at Arnold Clark specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arnold Clark!
How to prepare for a job interview at Arnold Clark
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
