2nd Line IT Support Analyst

Job Description:

2nd Line IT Support Analyst

Location: Cromwell Hospital London

6 months contract

Hybrid - Up to 2 days WFH after initial training

Salary range: £30,500 - £37,000 per annum DOE

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:

• Responsible for the security of Bupa and Patient data.
• 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.
• Troubleshooting network related issues around the hospital and collaborating with other teams to resolve the issue.
• Working closely with the 3rd line & Apps Support team when triaging tickets.
• 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.
• Rebuilding laptops and desktops as necessary with our gold build.
• Visit staff around the hospital providing a deskside support service.
• Being responsible for all IT Assets.
• Conducting physical desk moves and IT equipment around the hospital.
• When working on tickets ensuring SLA’s are being adhered.
• Being organised with priority of tickets.
   

​Hours Of Work

Monday to Friday Shift pattern of the following: 08:00-16:30, 09:00-17:30, 10:30-19:00 with one hour break per day.
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
 

• Extensive experience working in an IT Support role.
• Demonstrable experience with the Microsoft stack including end user OS and M365 suite.
• Basic Data Networking experience.
• Experience working with remote access applications, preferably Citrix.
• Knowledge & Experience of Telephony.
• Hands-on hardware trouble shooting experience.
• Deskside visits within the business.
• Physically lifting IT Equipment in the office or around the business.
• Experience working with end point security tooling.
• Experience with print devices and managed print services.
• Experience with end point management systems.
• Experience with Mobile Devices, iOS/ Android.

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 of 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.

If you require information regarding this role in an alternative format, please email: [email protected]

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