Job Description:
IT Service Centre Specialist
Willow House, Staines TW18 3D
Hybrid working
Permanent
Salary: up to £26,400 per annum + Fantastic Benefits
Full time 37.5hrs
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.
At Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind you’ll have the opportunity to work on innovative projects and make a real impact on their lives.
Right from the start you’ll become part of our digital strategy, joining us on our journey and developing yourself along the way.
day.
Role Overview:
1. To provide a first line incident management function to all IT Service Customers, IS Teams and Vendors contacting the IT Service Centre.
2. To provide a customer focussed, single point of contact for Bupa IS customers.
What you’ll do:
3. To provide first line support in line with published SLA’s for all customers
4. contacting the IT Service Centre.
5. To provide customer service excellence, ensuring all users contacts are handled in a pleasant, helpful and professional manner, with regular updates provided to the customer.
6. To recommend opportunities to the Service Centre Management Team to
7. improve working practices and team performance.
8. To pro-actively participate in all IS functional/departmental meetings giving feedback to ensure continual improvement, productivity gains and overall customer satisfaction and undertake departmental initiatives as directed.
9. To keep up to date with the Bupa organisation and business, the healthcare market place and IT industry opportunities to provide desktop solutions.
10. To follow ITIL based Operational Lifecycle procedures (Incident, Problem, Change, Configuration, Asset etc.) to ensure a cost effective and efficient service to the IT Customer Service.
11. To achieve appropriate security accreditation for the administration of User
12. accounts for all Bupa systems ensuring strict compliance with Bupa security
13. standards and policies
14. Ensure that all requests and incidents logged with the IT Service Centre are
15. progressed and resolved and the Customer is updated with progress at all times.
16. Act as a call co-ordinator for all External vendor queues to ensure faults and
17. requests are actioned.
18. Advise customers on the purchase of appropriate hardware/software in conjunction with technical teams.
19. To perform administration tasks as allocated by the Service Centre Management Team.
20. To support the various operational working hours (shifts) as appropriate
21. Temporary Secondments to other IS Customer Service teams to enhance skill sets.
What you’ll bring:
22. ITIL qualified or experience in IT Service Desk role
23. Strong Customer Focus.
24. Strong Communications skills, telephone, written and face to face.
25. Good awareness of Microsoft Desktop products.
26. Good awareness of Infrastructure Components (Network, NT, Exchange).
27. Good organisational skills.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
Why Bupa?
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.