Job Description:
Service Desk Advisor
Location: Cromwell Hospital, London (SW5 0TU)
Permanent
Salary range: £30,400 - £34,500 (Depending on experience)
Full time
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.
As a Service Desk Analyst, you'll provide first-line IT support to colleagues across the business, acting as the primary contact for technical incidents and service requests. Troubleshoot hardware, software and application issues, deliver excellent customer service, and ensure compliance with data protection, cyber security and patient confidentiality requirements.
How you'll help us make health happen:
Act as the first point of contact for IT support requests from clinical and business colleagues via phone, email and ticketing systems.
Log, categorise and prioritise incidents and service requests, ensuring accurate record keeping within the ITSM platform.
Diagnose and resolve a broad range of first-line hardware, software and user access issues, delivering a high level of first-contact resolution.
Provide support for healthcare applications and business-critical systems.
Escalate complex issues to specialist support teams and proactively manage tickets through to resolution.
Deliver remote technical support using diagnostic and remote-access tools.
Maintain and enhance the IT knowledge base by creating and updating support documentation.
Support the setup, deployment and maintenance of laptops, desktops and mobile devices for new and existing colleagues.
Communicate effectively with users, providing regular updates and managing expectations throughout the support lifecycle.
Identify recurring issues and trends, contributing to continuous service improvement and problem management initiatives.
Key Skills / Qualifications needed for this role:
Previous experience in a Service Desk, IT Support or Helpdesk environment
Strong knowledge of Windows, Microsoft 365, desktop, laptop and mobile device support
Experience with Active Directory and IT Service Management tools (e.g. ServiceNow, Jira)
Excellent troubleshooting and problem-solving skills with a methodical approach
Strong customer service focus with the ability to support users in a fast-paced environment
Confident communication skills, able to explain technical concepts to non-technical users
Ability to manage multiple priorities while maintaining attention to detail
Strong documentation and ticket management skills
Collaborative team player with the ability to work independently when required
Flexible approach to working patterns, including shift or on-call support where needed
Desirable Skills
Experience supporting healthcare, clinical or other regulated environments
Knowledge of healthcare applications and systems
Understanding of ITIL best practices and service management principles
ITIL Foundation certification or equivalent qualification
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.
We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
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 timeJob Area:
ITLocations:
Cromwell Hospital London
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
In September 2021 we welcomed our first cohort of IT Graduates into our Salford Quays and Staines office. We recently caught up with Gemma to find out more about what she’s been up to and how she’s settling in.
Read more