IT Service Centre Specialist
2 weeks ago
Job Title: IT Service Centre Specialist
Job Summary:
We are seeking a highly skilled IT Service Centre Specialist to join our team at Bupa. As a key member of our IT department, you will be responsible for providing exceptional customer service and technical support to our customers, ensuring that their IT needs are met in a timely and efficient manner.
Key Responsibilities:
- Provide first-line incident management and technical support to customers, IS teams, and vendors contacting the IT Service Centre.
- Act as a single point of contact for Bupa IS customers, providing customer service excellence and ensuring all user contacts are handled in a pleasant, helpful, and professional manner.
- Recommend opportunities to improve working practices and team performance to the Service Centre Management Team.
- Participate in IS functional/departmental meetings, providing feedback to ensure continual improvement, productivity gains, and overall customer satisfaction.
- Keep up-to-date with the Bupa organisation and business, the healthcare market place, and IT industry opportunities to provide desktop solutions.
- Follow ITIL-based Operational Lifecycle procedures to ensure a cost-effective and efficient service to the IT Customer Service.
- 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.
- Perform administration tasks as allocated by the Service Centre Management Team.
- Support the various operational working hours (shifts) as appropriate.
- Temporary Secondments to other IS Customer Service teams to enhance skill sets.
Requirements:
- General awareness of Bupa's Business and systems.
- Strong Customer Focus.
- Strong Communications skills, telephone, written, and face-to-face.
- Good awareness of Microsoft Desktop products.
- Good awareness of Infrastructure Components (Network, NT, Exchange).
- Good organisational skills.
- ITIL qualified.
Why Bupa?
We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.
Our benefits are driven by what matters to our people. It's important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You will be eligible for:
- 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.
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