2nd Line Applications Support Analyst

Arnold Clark Group; Glasgow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading car retail company in Glasgow seeks an experienced 2nd Line Application Support Analyst to join their Digital department. The role involves providing essential application support, managing incidents, and ensuring high customer satisfaction. The ideal candidate should have over two years of IT support experience and be adaptable to a hybrid working model. This position offers extensive training opportunities and a variety of employee benefits such as private healthcare and generous annual leave.

Benefits

33 days’ annual leave

Hybrid working

Generous employee discounts

Private healthcare

Workplace pension

Extensive training opportunities

Qualifications

• Over two years of IT support experience.
• Strong focus on service delivery and customer satisfaction.
• Attention to detail with a methodical approach.

Responsibilities

• Provide second-line support for bespoke software applications.
• Manage incidents for web and application troubleshooting.
• Interact with third-party suppliers for application-related issues.

Skills

Application support

Incident management

Supplier management

Problem management

Knowledge management

Customer service support

Configuration management

Functional testing

Learning delivery

Job description

Overview

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 (continued)

• 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.