A global leader in healthcare. With the infrastructure to succeed.
Our purpose is to help people live longer, healthier, happier lives and the 70,000 people we employ are at the heart of making this a reality. It requires focus and dedication – and as a global leader in healthcare we rely on a wide range of skills to help us achieve our ambitions. Everything from working with our members to providing the essential infrastructure that makes us such a success.
To be the first point of contact for the escalation of issues and manage the on-site customer support specialist and technical support specialist teams. You will provide expert technical analysis and fault resolution to incidents raised, related problems and requests. You will assist IT Colleagues in the resolution of infrastructure and software related support issues where appropriate and provide a professional customer focussed service.
Ensure that all escalated issues are resolved appropriately
Manage the team’s workload ensuring that requests and incidents are resolved within the SLA
Lead, motivate and develop the on-site team of Customer Support / Technical Specialists
To establish, develop and maintain credible working relationships with business contacts, being an ambassador for IT
To develop effective working relationships with colleagues across IT to gain support and commitment when delivering daily IT service
To keep IT colleagues, team leaders and managers regularly informed of the status of specific resolution activities
Liaison with 3rd parties where appropriate
Follow ITIL based incident and problem management procedures to ensure a cost effective and efficient service
To recommend opportunities, and to participate in the delivery, of activities that will improve overall customer satisfaction and ensure continuous improvement of the service that IS delivers to its customers
To keep up to date on the Bupa organisation and business, the healthcare market place and IT industry opportunities to provide desktop solutions
Experience of managing/leading a small team
Good understanding of customer base and associated systems
Strong Customer Focus
Strong Communication skills, written, face to face and telephone
Strong technical knowledge of Microsoft desktop products including NT/XP/MS Office suite
Good understanding of infrastructure components (e.g. Network, Exchange, Citrix – as applicable)
In return you will be rewarded with excellent benefits – including 25 days holiday, free healthcare, an onsite gym and a subsidised canteen. You’ll also be supported in developing your skills with ongoing training and career opportunities.
If you’d like to play your part in BUPA’s success story, then join us today.