IT Service Centre Specialist

Bupa; Salford; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

An established industry player is seeking an IT Service Centre Specialist who will play a vital role in delivering first-line incident management for all IT services. In this hybrid position, you will enhance customer experiences through effective solutions and support innovative projects. Join a diverse team that champions inclusivity and is dedicated to making a positive impact on people's lives. With competitive benefits and a commitment to professional development, this role offers a unique opportunity to grow within a supportive environment. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Life insurance

Onsite gyms or local discounts

Flexible working options

Family-friendly benefits

Qualifications

• Possess ITIL certification or equivalent experience.
• Strong customer focus and communication skills.

Responsibilities

• Provide first-line support in line with published SLAs.
• Deliver customer service excellence and handle user contacts professionally.
• Follow ITIL-based Operational Lifecycle procedures.

Skills

ITIL certification

Customer focus

Communication skills

Microsoft Desktop products awareness

Infrastructure components awareness

Job description

Job Description:

IT Service Centre Specialist

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

Hybrid working

Permanent

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

Full time 37.5hrs

Here you’ll be welcomed. We champion diversity and 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.

We make health happen:

This is an exciting opportunity to deliver first-line incident management for all IT services, ensuring seamless support for customers, IS teams, and vendors contacting the IT Service Centre. You'll serve as a customer-focused, single point of contact for Bupa IS customers, enhancing their experience with efficient and effective solutions.

How you’ll help us make health happen:

1. Provide first-line support in line with published SLA’s for all customers contacting the IT Service Centre.
2. Deliver customer service excellence, ensuring all user contacts are handled in a pleasant, helpful, and professional manner, with regular updates provided to the customer.
3. Recommend opportunities to the Service Centre Management Team to improve working practices and team performance.
4. Participate proactively in all IS functional/departmental meetings, providing feedback to ensure continual improvement, productivity gains, and overall customer satisfaction. Undertake departmental initiatives as directed.
5. Stay up to date with the Bupa organization, the healthcare marketplace, and IT industry opportunities to provide desktop solutions.
6. 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.
7. Achieve appropriate security accreditation for the administration of user accounts for all Bupa systems, ensuring strict compliance with security standards and policies.
8. Ensure all requests and incidents logged with the IT Service Centre are progressed and resolved, with the customer updated on progress at all times.
9. Act as a call coordinator for all external vendor queues to ensure faults and requests are actioned.
10. Advise customers on the purchase of appropriate hardware/software in conjunction with technical teams.
11. Perform administrative tasks as allocated by the Service Centre Management Team.
12. Support various operational working hours (shifts) as appropriate.
13. Participate in temporary secondments to other IS Customer Service teams to enhance skill sets.

Key Skills / Qualifications needed for this role:

• Possess ITIL certification or equivalent experience, with a strong aptitude for IT.
• Strong customer focus.
• Strong communication skills, including telephone, written, and face-to-face interactions.
• Good awareness of Microsoft Desktop products.
• Good awareness of infrastructure components (Network, NT, Exchange).

Our benefits are designed to make health happen for our people. Viva is our global wellbeing program, including mental and physical health, financial, social, and environmental wellbeing. We support flexible working and offer a range of family-friendly benefits.

Joining Bupa in this role, you will receive the following benefits and more:

• 25 days holiday, increasing with length of service, with options to buy or sell.
• Bupa health insurance as a benefit in kind.
• An enhanced pension plan and life insurance.
• Onsite gyms or local discounts where no onsite gym is available.
• Various other benefits and online discounts.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are driven by the purpose of helping people live longer, healthier, and happier lives, and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”. We champion diversity and understand the importance of our people representing the communities and customers we serve. We especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role and will make reasonable adjustments as part of our recruitment process.

If you require information about this role in an alternative format, please email:

Time Type: Full time

Job Area: IT

Locations: Bupa Place, Staines - Willow House