1st Line Support Desk Analyst, Jobs, 52128

1st Line Support Desk Analyst

  • Salary: Competitive plus benefits
  • Type of work: Permanent
  • Location: Glasgow
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About the role

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We’re looking for an experienced 1st Line Support Desk Analyst to work in our Digital Department.

The role will be based within our Kilbirnie Street, Glasgow Digital Team. 


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 10,000 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.

In return for your skills, you’ll be offered a competitive salary and one of the most generous benefit packages in the industry including private healthcare, life assurance and lots of employee discounts. This role offers good opportunities for progression, and we’ll provide all the training you need to help you succeed in your role.

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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Discount on new and used vehicles

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Contributory pension scheme

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Private medical insurance

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Life assurance