1st Line Support Specialist

3 weeks ago

Salford, United Kingdom Bupa Global Full time

1st Line Support Specialist

**Job Description**:
**1st Line IT Support Specialist**

**Bupa Place, 102 The Quays, Salford M50 3SP**

**Hybrid, up to 3 days a week working from home**

**£25,000 to £28,000 per annum depending on experience**

**Staff Bonus + Benefits**

**Full time (37. 5 hours per week)**

**We make health happen.**

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.

The 1st Line Support Specialist provides a first line incident management function to all IT Service Customers, IT Teams and Vendors contacting the IT Service Centre. They provide a customer-focussed, single point of contact for Bupa staff for IT incidents and service requests.

**How you'll help us make health happen**:

- Provide first line support in line with published SLA's for all customers contacting the IT Service Centre.
- Provide customer service excellence, ensuring all users contacts are handled in a pleasant, helpful and professional manner, with regular updates provided to the customer.
- Recommend opportunities to the Service Centre Management Team to improve working practices and team performance.
- Pro-actively participate in all IT functional/departmental meetings giving feedback to ensure continual improvement, productivity gains and overall customer satisfaction and undertake departmental initiatives as directed.
- Follow ITIL based Operational Lifecycle procedures (Incident, Problem, Change, Configuration, Asset etc.) to ensure a cost effective and efficient service to Bupa and our broad userbase.
- Achieve appropriate security accreditation for the administration of User accounts for all Bupa systems ensuring strict compliance with Bupa security standards and policies
- Ensure that all requests and incidents logged with the IT Service Centre are progressed and resolved and the Customer is updated with progress at all times.
- Act as a call co-ordinator for all external vendor queues to ensure faults and requests are actioned.
- Advise customers on the purchase of appropriate hardware/software in conjunction with technical teams.
- To perform administration tasks as allocated by the Service Centre Management Team.
- To support the various operational working hours (shifts) as appropriate

**Key Skills / Qualifications needed for this role**:

- General awareness of Bupa's business.
- Strong customer centric approach to work.
- Strong Communications skills, telephone, written and face to face.
- Good awareness of Windows OS and the component parts and functionality of personal computers & hand-held technologies (phones, tablets)
- Critical thinker and strong troubleshooting skills (CompTia a+ is an advantage).
- Good awareness of Infrastructure Components (Network, Citrix, Exchange).
- Proven organisational skills.
- ITIL Foundation certification not essential but is an advantage.

**Benefits**

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

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

- 25 days holiday, increasing through length of service, with option to buy or sell
- Bupa health insurance as a benefit in kind
- An enhanced pension plan and life insurance
- Annual performance-based bonus
- Onsite gyms or local discounts where no onsite gym 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 all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you would like more information on the role, require an alternative format, or would like to discuss other opportunities suited to your skills and experience, please contact the recruiter.

Time Type:
Full time
Job Area:
IT
Locations:
Bupa Place

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