IT Service Centre Specialist

TN United Kingdom; Salford; On-site; GBP 26,000; Full time

Job summary

An established industry player is seeking an IT Service Support Officer to provide first-line support for IT services. In this role, you will enhance customer experiences by delivering effective solutions and managing incidents efficiently. You will be part of a dynamic team that values diversity and inclusivity, ensuring that all customers receive exceptional service. With a commitment to innovative projects, this position offers a unique opportunity to make a meaningful impact while enjoying a comprehensive benefits package, including health insurance and flexible working arrangements.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Life insurance

Onsite gyms or local discounts

Options to buy or sell holiday days

Qualifications

• Strong IT aptitude with ITIL certification or equivalent experience.
• Excellent communication skills in various formats.

Responsibilities

• Deliver first-line incident management for IT services.
• Ensure customer service excellence as a primary contact point.
• Log and resolve requests while keeping customers updated.

Skills

ITIL certification

Customer focus

Communication skills

Microsoft Desktop products

Infrastructure components knowledge

Job description

Job Title: IT Service Support Officer

Location: Salford Quays M50 3SP or Staines TW18 3DZ

Type: Permanent, Full-time (37.5 hours/week)

Salary: circa £25,200 per annum + Fantastic Benefits

About Us

At Bupa, we champion diversity and inclusivity, creating an environment where everyone can be themselves. We are passionate about technology and committed to making a real impact through innovative projects that help people live longer, healthier, happier lives.

Role Overview

This exciting opportunity involves delivering first-line incident management for all IT services, ensuring seamless support for customers, IS teams, and vendors. You will serve as a customer-focused, single point of contact for Bupa IS customers, enhancing their experience with efficient and effective solutions.

Key Responsibilities

1. Provide first-line support according to SLA standards for all customers.
2. Act as a primary contact point for the IT Service Centre, ensuring customer service excellence.
3. Update customers regularly on incident progress and resolutions.
4. Identify opportunities for improving team practices and performance.
5. Participate in departmental meetings, providing feedback for continual improvement.
6. Stay informed about Bupa’s organization, healthcare market, and IT industry trends to provide effective desktop solutions.
7. Follow ITIL-based operational procedures (Incident, Problem, Change, Configuration, Asset Management).
8. Ensure security compliance when administering user accounts.
9. Log, progress, and resolve requests and incidents, keeping customers updated.
10. Coordinate external vendor queues to ensure faults and requests are addressed.
11. Advise customers on hardware/software purchases in collaboration with technical teams.
12. Perform administrative tasks as assigned by the Service Centre Management Team.
13. Support operational hours across shifts and participate in secondments to other teams as needed.

Required Skills & Qualifications

• ITIL certification or equivalent experience, with a strong IT aptitude.
• Excellent customer focus and communication skills (telephone, written, face-to-face).
• Good knowledge of Microsoft Desktop products.
• Understanding of Infrastructure components (Network, NT, Exchange).

Benefits

We offer a comprehensive benefits package, including:

• 25 days holiday, with options to buy or sell days.
• Bupa health insurance.
• Enhanced pension plan and life insurance.
• Onsite gyms or local discounts.
• Other benefits and online discounts.

Why Join Us?

We are a health insurer and provider committed to our customers and driven by a purpose to improve lives. We foster a brave, caring, and responsible culture, supporting flexible working and family-friendly benefits.