IT Service Desk Engineer

Bupa Dental Care UK

Bristol

Hybrid

GBP 28,000 - 31,000

Full time

14 days+

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Benefits offered by this job

25 days holiday plus the option to buy more

Discounts in over 7,000 retailers

Discounted gym membership

Health Trust private healthcare plan

Access to remote GP and nurse services

Cycle to work scheme

Early access to earned wages through Wagestream

Job summary

A healthcare organization is seeking an IT Service Desk Engineer to provide technical support while ensuring adherence to service management principles. This position offers a hybrid working model, requiring 1–2 days a week in the office and rotating on-call duties. The ideal candidate will have experience with Active Directory and Office 365, excellent troubleshooting skills, and will be part of a supportive team with extensive benefits including healthcare coverage and employee discounts.

Qualifications

Working knowledge of Active Directory.
Familiarity with Office 365.
Experience in troubleshooting hardware problems.
Basic understanding of networking concepts.
Good understanding of VoIP systems.

Responsibilities

Provide technical support and resolve hardware/software issues.
Log Service Desk tickets accurately.
Collaborate with IT teams to solve complex issues.
Respond to customer queries and provide training.
Carry out on-call duties for P1 incidents.

Skills

Active Directory

Office 365

Hardware troubleshooting

Light networking

VoIP phone systems

Tools

ServiceNow

Job description

Join to apply for the IT Service Desk Engineer role at Bupa Dental Care UK.

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 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 18:00 PM to 20:00 PM 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 redeemable against a menu of Bupa healthcare products.
Early access to earned wages through Wagestream.
Cycle to work scheme.
And many more – just ask.

If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!

Bupa takes pride in being a Level 2 Disability Confident Employer and will 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 to offer reasonable adjustments to any applicant who may benefit from accommodations.

Bupa Dental Care is an equal opportunities employer.

Seniority level