We’re looking for a new First Line Support Team Senior to deliver a range of capital works projects across the Group’s portfolio.
What we offer
- 33 days’ annual leave with room to grow
- Laptop
- Hybrid working
- Generous employee discounts
- Private healthcare
- Workplace pension
- …and much more
Hours
Full time: Monday – Friday, 8am – 6pm (37.5 hours a week)
Location
This is a hybrid role which will require three days working in our Hillington Head Office or Kilbirnie Street. The other two days can be spent working at home.
About the role
Arnold Clark’s Digital department is responsible for delivering innovative technical solutions across our UK-wide business.
As a First Line Support Team Senior, you will support over 10,000 staff across 180+ branches. You will look after a team of analysts responding to incidents and requests both over the telephone and via our ITSM self-service portal.
We’re looking for someone who has two or more years’ experience of working in a busy IT Support Desk environment. You will be a focussed team player with the ability to prioritise multiple work streams and stay calm under pressure.
Day-to-day duties
- Act as an escalation point for the first line team and SDM. You will assist with problem calls and escalated incidents and requests.
- Assist with training new members of the team.
- Identify training needs of team and work with SDM to implement.
- Act as a team ambassador and provide updates on Support Desk meetings.
- Attend regular leadership meetings and weekly Support Desk leadership meetings.
- Oversee self-service and incoming call queue and escalate to SDM accordingly.
- All other Support Desk analyst duties.
Essential skills and experience
- Two or more years’ IT support experience.
- Ability to provide high-quality service delivery and customer satisfaction.
- A focussed team player.
- Great time management and the ability to prioritise multiple work streams.
- Ability to stay calm under pressure.
- Ability to communicate clearly and effectively with technical and non-technical staff.
- Strong written and communication skills.
Nice to have, but not essential
- Experience of Microsoft Teams and Office 365 administration.
- Knowledge of Microsoft SharePoint
- Knowledge of Microsoft Exchange and Active Directory user administration
- Exposure to Cisco telephony, Jabber and Finesse
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.