2nd Line IT Support Analyst 1

Job Description:

2nd Line IT Support Analyst

Location: Cromwell Hospital London

12- Months Fixed Term Contract

Salary range: £34,600 - £40,000

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.

The 2nd Line Support Analysts' role is to provide a single point of contact for end users to receive support and maintenance within the organisation’s computing and telephony environment

How you’ll help us make health happen:

• Provide 2nd Line IT support for incidents and service requests across the hospital

• Troubleshoot and resolve hardware, software, mobile device, printer and connectivity issues

• Install, configure, maintain and deploy end-user devices and applications

• Support Microsoft Windows, Microsoft 365, Active Directory and endpoint services

• Take ownership of tickets through to resolution, ensuring accurate documentation and updates

• Prioritise and manage incidents in line with SLAs, escalating where appropriate

• Respond to major incidents and support service restoration activities

• Support onboarding, offboarding, access management and technology refresh programmes

• Maintain accurate asset, configuration and service records

• Contribute to IT projects, upgrades, deployments and continuous service improvements

• Collaborate with Service Desk, technical teams and third-party suppliers to resolve issues

• Create and maintain technical documentation, user guides and knowledge articles

• Provide on-site IT support across clinical and non-clinical areas, ensuring minimal disruption to patient services

• Promote compliance with data protection, cyber security and healthcare governance standards

Hours of work:

Monday to Friday          
Shift pattern: 08:00-16:30, 09:00-17:30, 10:30-19:00 one hour break per day.
Saturday morning 08:00 to 13:30 approx. once every four weeks

There will be occasions when work will need to be done outside of the normal working hours. This we be agreed in advance of such tasks and will either be covered by time off in-lieu or overtime payment.  Some services run on equipment which cannot easily be restarted during the working day. Sometimes this support can be provided remotely via personal internet connection from home.

Key Skills / Qualifications needed for this role:

• Proven experience providing second-line, desktop or end-user computing support in a busy organisation

• Strong knowledge of Microsoft Windows, Microsoft 365 and desktop hardware support

• Experience with Active Directory and Microsoft Entra ID user administration

• Endpoint troubleshooting, including networking, Wi-Fi and connectivity issues

• Device deployment, configuration and lifecycle management for laptops, desktops and mobile devices

• Experience using IT Service Management tools (e.g. ServiceNow)

• Strong problem-solving skills with the ability to resolve complex technical issues independently

• Excellent customer service and stakeholder communication skills

• Ability to prioritise workloads and manage incidents within service levels

• Collaborative approach, working effectively with technical teams and third-party suppliers

Desirable Skills:

• IT support experience within healthcare, hospital or other critical environments

• Knowledge of Microsoft Intune and endpoint management solutions

• Understanding of ITIL processes and service management best practices

• Awareness of cyber security, data protection and compliance requirements

• Relevant certifications such as ITIL Foundation, CompTIA A+ or Microsoft certifications

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 per year, pro rata to your contract.

• Access to a range of services to support your physical and mental wellbeing

• Fixed term benefits allowance

• Access to our confidential employee assistance programme

• Workplace pension

• Online discounts covering your everyday shopping, entertainment, eating out and more.

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’s 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. 

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