Technical Support Specialist

£32000

Bupa, Salford Quays, Salford

Full time
Permanent
Onsite working

Posted today, 3 Dec | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 1a231df16ce44913997d725eded65726

Full Job Description

To provide second line IT support to all users who have contacted the Service Centre ensuring that service levels are adhered to
To attend desk side locations when problems cannot be resolved remotely, including face-to-face support via an onsite Tech Bar.
Answer inbound phones calls, provide first point of contact as well as escalations to all customers.
Follow ITIL incident management process steps
Manage your own work ensuring that tickets are kept updated in a timely manner and to a good standard.
To undertake any ad hoc tasks as allocated by the Service Centre Team Leader including travelling to other sites and occasional weekend project work.
To be involved in other activities such as service introduction and business continuity testing
To contribute to the Service Centre knowledge base
To deliver training to first line and support to new starters and existing colleagues
To actively participate in team and department meetings to drive continuous improvement and improve business satisfaction
To be an excellent team player. Lead by example and remain flexible and supportive of your colleagues.
To be available to provide on-call cover as required

Exceptional customer focused service
ITIL certified (Foundation)
COMPTIA A+ / MCSA and/or Previous experience and exposure to 2nd Line Support
Strong knowledge of desktop / laptop hardware configurations - repairs & troubleshooting
Strong knowledge of Active Directory (administration), Citrix, Configuration Manager, VOIP telephony and networking
Strong understanding of IT security and best practice
Awareness of software licensing & asset management
Good knowledge of Microsoft Server, Azure Cloud Computing, MS SCCM (system centre configuration manager)
Good knowledge of MS Teams & O365 inc. Video Conferencing meeting room technology & Pull Printing.
Good Knowledge of Apple MAC, macOS, InTune, Mobile devices including Apple, Android and Windows Phone.
Working knowledge of ServiceNow would be desirable.

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.