Service Desk Analyst

Job Description: Service Desk Analyst Location: Cromwell Hospital, London Fixed-term contract for 6 months Salary range: £30,500 to £31,000 a year dependent on experience Full time - 37.5 hours a week Hybrid role, however there would be a requirement to be in the office for 5 days a week in the first month 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 Service Desk Analyst is the first point of contact for Service Requests and IT-related Incidents within the Cromwell Hospital. The role is involved in the resolution of both hardware and software related IT incidents and Service Requests and will provide escalation paths to the 2nd and 3rd line IT support functions where required. Cover on Tech Bar will be required on occasion. Hours of work Monday to Friday: Shift pattern of the following: 08:00-16:30, 09:00-17:30 with one hour unpaid lunch per day. Location The Service Desks Analyst primary place of work will be the Cromwell Hospital, 162-174 Cromwell Road, London, SW5 0TU Bupa Cromwell IT support hybrid working, the role will be able to work from home a percentage of the time, except in instances where the work needs to be performed in the Hospital or as part of on-site collaboration activities. How you’ll help us make health happen: Follow standard Service Desk operating procedures (following ITIL best-practice); accurately log all Service Desk (Service Requests and Incidents) tickets using the defined tracking software 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 Support Manager and other members of staff. To provide technical support via remote access, answering support queries and tickets onsite or via phone or email. To maintain the gold standard of Customer service for all support queries and always adhere to all service management principles. To 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 supported scope To allocate more complex service issues to the escalations team. To arrange for external technical support where problems cannot be resolved in house. Gain awareness and understanding of how the Hospital operates to better understand and serve Customers. Key Skills / Qualifications needed for this role: Working knowledge of Active Directory Working knowledge of Office 365 Working knowledge of hardware troubleshooting Light networking knowledge Good understanding of VoIP phone systems and mobile telephony Understanding of ITIL 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 as part of the Staff Bonus Scheme Onsite gyms or local discounts where no onsite gym available Various other benefits and online discounts At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role. For more guidance please click HERE. Before you apply for a vacancy, please ensure your job history on your workday profile is up to date with all your career history and achievements. This will mean the Recruitment team have all the relevant information they need to review your application. Please be aware that if you’re successful in securing this role there may be changes to your notice period and other terms and conditions, your recruiter will be able to advise what this means for you during your application. 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 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 why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. Please note the application deadline for this role will be the end of Friday 2nd May. Time Type: Full time Job Area: IT Locations: Cromwell Hospital London Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference. 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