IT Service Desk Engineer

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, Service Now.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using Service Now.
• 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.

• 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).

• 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 coverage with no medical underwriting for colleagues and their families.
• Access to remote GP and nurse services, physiotherapy, and mental health support.
• My Healthcare Allowance, an annual allowance redeemable against a menu of Bupa healthcare products.
• Early access to your 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! To find out more about working with us, find us on Linked In, Facebook and Instagram.

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.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to 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 offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Bupa Dental Care is an equal opportunities employer.