IT Service Centre Specialist

TN United Kingdom; Staines-upon-Thames; On-site; GBP 26,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to enhance user experience through effective first-line incident management. This role is pivotal in ensuring seamless support for customers, IS teams, and vendors, all while adhering to ITIL-based procedures. With a commitment to diversity and inclusion, this company fosters an environment where you can thrive and develop your skills. Join a team that champions innovation and makes a real impact on people's lives through technology. With fantastic benefits and a focus on employee well-being, this position offers a unique opportunity to contribute to meaningful projects in the healthcare sector.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Life insurance

Onsite gyms

Local discounts

Various online discounts

Qualifications

• ITIL certification or equivalent experience is essential.
• Strong customer focus and excellent communication skills are required.

Responsibilities

• Provide first-line support in line with SLA’s for all customers.
• Log, progress, and resolve requests and incidents, updating customers regularly.

Skills

ITIL certification

Customer focus

Communication skills

Microsoft Desktop products

Infrastructure knowledge

Job description

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.