Digital Service Desk Analyst

We are looking for an experienced Digital Service Desk Analyst to work in our Digital department., Arnold Clark's Digital department is responsible for delivering and supporting technical solutions across our business. Providing first line support to over 10,000 staff across 180+ branches, you will be joining a team of analysts who respond to incidents and requests both over the telephone and via our ITSM self-service portal., Deliver an outstanding level of customer service while providing first line user, software, hardware, and application support to Arnold Clark employees wherever they are working from.

• Incident management
Accurately log and monitor all incidents to help identify potential problem trends and escalate incidents to our second line teams.
• Application support
Provide application support, perform troubleshooting and support Arnold Clark employees with any application issues.
• User support
Acting as a single point of contact for phone calls from staff regarding IT issues and queries.
• Knowledge management
Create and update technical information, including documenting processes, technical guides, knowledge base articles and share knowledge effectively with the wider team.
• Systems installation and removal
As part of your application support duties, you will liaise with end point and M365 teams with regards to installation, configuration and removal of business applications.
• Problem management
Ensure appropriate incident management and request fulfilment processes are followed effectively and actively engage in continuous service improvement initiatives to support business objectives.

The ideal candidate will have previous experience of working in a busy IT Support Desk environment. You will be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly evolving customer base and bespoke applications. Skills and day-to-day duties
• Customer service support, 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 (Windows 10, Office 365)
• Knowledge or experience of Active Directory/Exchange user, device and group administration
• Analytical thinking/decision-making skills
• 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 using Halo ITSM and JIRA Service Desk tooling as an agent
• Familiar with Microsoft Teams and Office 365 administration
• Exposure to Cisco telephony, Jabber and Finesse
• Working knowledge of MS SharePoint
• Evidence of training or certification at foundation level of IT Service Management processes such as ITIL
  
  This is a hybrid role, with your time spread between your home and our Head Offices in Hillington or Kilbirnie Street, Glasgow., 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 checks.


• 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 per week on a rota between the hours of 8am and 6pm. You will also be required to provide rotational weekend cover along with rotational cover for sales month end until 8pm., Every Arnold Clark employee is entitled to a wide range of benefits, including: Discount on new and used vehicles Contributory pension scheme