Job Description:
Locations: Salford Quays M50 3SP or Staines TW18 3DZ
Type: Permanent
Salary: circa £25,200 per annum + Fantastic Benefits
Hours: Full time 37.5hrs
At Bupa, we champion diversity and foster an inclusive environment where everyone can be themselves. We are passionate about technology and are committed to making a real impact on people's lives through innovative projects. Join us on our digital journey and develop your skills along the way.
We make health happen:
This role involves delivering first-line incident management for all IT services, ensuring seamless support for customers, IS teams, and vendors contacting the IT Service Centre. You will serve as a customer-focused, single point of contact, enhancing user experience with effective solutions.
How you’ll help us make health happen:
* Provide first-line support in line with SLA’s for all customers
* Maintain excellent customer service, providing regular updates and handling contacts professionally
* Suggest improvements to the Service Centre Management Team
* Participate in departmental meetings, providing feedback for continuous improvement
* Stay updated on Bupa’s organisation, healthcare market, and IT industry trends
* Follow ITIL-based procedures (Incident, Problem, Change, Configuration, Asset) for efficient service delivery
* Ensure security compliance when administering user accounts
* Log, progress, and resolve requests and incidents, updating customers regularly
* Act as call coordinator for external vendor queues
* Advise customers on hardware/software purchases in collaboration with technical teams
* Perform administrative tasks as directed by management
* Support operational shifts and participate in temporary secondments to other teams as needed
Key Skills / Qualifications:
* ITIL certification or equivalent experience
* Strong customer focus
* Excellent communication skills (telephone, written, face-to-face)
* Good knowledge of Microsoft Desktop products
* Understanding of Infrastructure components (Network, NT, Exchange)
Benefits:
We support flexible working and offer a range of family-friendly benefits, including:
* 25 days holiday, with options to buy or sell
* Bupa health insurance
* Enhanced pension plan and life insurance
* Onsite gyms or local discounts
* Various online discounts
Why Bupa?
As a health insurer and provider with no shareholders, our focus is on our customers. Our purpose is to help people live longer, healthier, happier lives, and to make a better world. We are brave, caring, and responsible in all we do.
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