IT Service Centre Specialist

Bupa; Staines-upon-Thames; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

Join a forward-thinking health insurer as an IT Service Centre Specialist, where your role will be pivotal in delivering exceptional first-line support. This position offers a unique opportunity to be part of a dynamic team, ensuring seamless IT service delivery while enhancing customer experiences. You'll engage in innovative projects, recommend improvements, and stay updated with industry trends. With a commitment to diversity and holistic health benefits, this role not only supports your career growth but also contributes to the well-being of the community. Embrace this chance to make a meaningful impact in a collaborative environment!

Benefits

25 days holiday

Bupa health insurance

Enhanced pension

Life insurance

Onsite gyms or local discounts

Online discounts and benefits

Qualifications

• Strong IT aptitude with ITIL certification or equivalent experience.
• Excellent customer service and communication skills.

Responsibilities

• Deliver first-line incident management for IT services.
• Provide excellent customer service and handle user contacts professionally.
• Recommend improvements to enhance practices and team performance.

Skills

ITIL certification

Customer focus

Communication skills

Microsoft Desktop products

Infrastructure Components awareness

Job description

Job Description:

IT Service Centre Specialist

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

Working Arrangement: Hybrid working

Employment Type: Permanent, Full-time 37.5hrs

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

At Bupa, we champion diversity and understand the importance of our people representing the communities and customers we serve. We offer an inclusive environment where you can be yourself, driven by the purpose of helping people live longer, healthier, happier lives, and making a better world.

We are passionate about technology. Join us to work on innovative projects and make a real impact on lives. From the start, you'll be part of our digital strategy, developing yourself 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 for Bupa IS customers, enhancing their experience with efficient solutions.

How you’ll help us make health happen:

• Provide first line support in line with SLA’s for all customers contacting the IT Service Centre.
• Deliver excellent customer service, handling all user contacts professionally with regular updates.
• Recommend improvements to the Service Centre Management Team to enhance practices and team performance.
• Participate in departmental meetings, providing feedback for continuous improvement and customer satisfaction.
• Stay updated with Bupa's organization, healthcare market, and IT industry trends to provide effective desktop solutions.
• Follow ITIL-based procedures (Incident, Problem, Change, Configuration, Asset) to ensure cost-effective and efficient service delivery.
• Achieve security accreditation for user account administration, ensuring compliance with security standards and policies.
• Ensure all requests and incidents are logged, progressed, and resolved with customer updates at all times.
• Act as a call coordinator for external vendor queues to ensure faults and requests are addressed.
• Advise customers on hardware/software purchases in collaboration with technical teams.
• Perform administrative tasks as allocated by the Service Centre Management Team.
• Support operational working hours, including shifts, and undertake departmental initiatives.

Key Skills / Qualifications:

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

Benefits:

Our benefits support holistic health—mental, physical, financial, social, and environmental. We promote flexible working and family-friendly benefits, including:

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

Why Bupa?

As a health insurer and provider without shareholders, our focus is on our customers. Our people are driven by the purpose of helping people live longer, healthier, happier lives. We value bravery, caring, and responsibility in all we do.

We encourage diversity and especially welcome applications from candidates with diverse backgrounds. Bupa is a Level 2 Disability Confident Employer, offering fair treatment and reasonable adjustments during recruitment.

For alternative format information, please email us.

Time Type: Full time

Job Area: IT

Location: Bupa Place, Staines - Willow House