Full time, Permanent
Based in North Bristol/Hybrid working - 1-2 days a week in the office, 1 week in every 6 on-call
The Role
As an IT Service Desk Engineer, you will provide comprehensive technical support to customers, resolving hardware and software issues logged via our in-house ticketing system, ServiceNow.
Responsibilities
* Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software ServiceNow.
* Become familiar with helpdesk policies and services.
* Become familiar with every team within the IT department and collaborate well to solve more complex problems.
* Be willing to work on other duties as assigned by the IT Service Manager and IT Service Desk Team Lead.
* Provide technical support via remote access, answering support queries and tickets onsite or via phone or email.
* Maintain the gold standard of customer service for all support queries and always adhere to all service management principles.
* Take ownership of user problems and be proactive when dealing with user issues.
* Respond to enquiries from customers and help them resolve any hardware or software problems that are within our supported scope.
* Support users in the use of computer equipment by providing necessary training and advice.
* Allocate more complex service issues to our escalations team.
* Arrange for external technical support where problems cannot be resolved in house.
* Carry out on-call duties for P1 incidents – This is on a rota system and is for 1 week at a time. Between the hours of 18:00PM to 20:00PM Mon-Fri and all-day Saturday.
Skills / Experience
* Working knowledge of Active Directory
* Working knowledge of Office 365
* Working knowledge of hardware troubleshooting (PC peripherals and imaging of PCs)
* Light networking knowledge
* Good understanding of VoIP phone systems (Horizon)
Benefits
* 25 days holiday, plus the option to buy more.
* Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance.
* Health Trust – our bespoke employee private healthcare plan, providing healthcare cover with no medical underwriting for colleagues and their families.
* Access to remote GP and nurse services, physiotherapy, and mental health support.
* MyHealthcare Allowance, an annual allowance which is redeemable against a menu of Bupa healthcare products.
* Early access to your earned wages through Wagestream.
* Cycle to work scheme.
* And many more, just ask.
Equal Opportunity Statement
Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
Bupa Dental Care is an equal opportunities employer.
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