Service Desk Advisor

Bupa
London
Workplace: OnsiteFull timeGBP 30,400 - 34,500 annuallyFunction: Customer Support (Service Desk)Skills: ["Troubleshooting","Problem-solving","Customer service","Communication","Documentation","Ticket management","Independent work","Ability to manage priorities"]

Provide first-line IT support as the primary contact for technical incidents and service requests from clinical and business colleagues. Diagnose and resolve hardware, software, and user-access issues, support healthcare applications and business-critical systems, and escalate complex problems to specialist teams. Log and manage tickets in ITSM systems, deliver remote technical support, maintain an up-to-date knowledge base, and help improve service quality through trend analysis and documentation.

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FursaFursa
Bupa
Bupa
4 hours ago

Service Desk Advisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide first-line IT support as the primary contact for technical incidents and service requests from clinical and business colleagues. Diagnose and resolve hardware, software, and user-access issues, support healthcare applications and business-critical systems, and escalate complex problems to specialist teams. Log and manage tickets in ITSM systems, deliver remote technical support, maintain an up-to-date knowledge base, and help improve service quality through trend analysis and documentation.
Location: London
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the first point of contact for IT support requests via phone, email and ticketing systems.
  • •Log, categorise and prioritise incidents and service requests in the ITSM platform with accurate records.
  • •Diagnose and resolve first-line hardware, software and user access issues to achieve first-contact resolution.
  • •Provide support for healthcare applications and business-critical systems, escalating complex issues to specialist teams.
  • •Maintain and enhance the IT knowledge base by creating and updating support documentation; deliver remote technical support and manage tickets through to resolution.

Pay and Benefits

Salary: GBP 30,400 - 34,500 annually
Perks:Paid LeaveHealth InsurancePensionLife InsuranceAnnual BonusGym Membership

Key Requirements

  • •Previous experience in a Service Desk, IT Support or Helpdesk environment.
  • •Strong knowledge of Windows and Microsoft 365, including desktop, laptop and mobile device support.
  • •Experience with Active Directory and IT service management tools (e.g. ServiceNow, Jira).
  • •Excellent troubleshooting and problem-solving with a methodical approach, plus strong documentation and ticket management skills.
  • •Strong customer service and communication skills, including explaining technical concepts to non-technical users.
Experience:HealthcareRegulated environments
Skills:TroubleshootingProblem-solvingCustomer serviceCommunicationDocumentationTicket managementIndependent workAbility to manage priorities
Certifications:ITIL Foundation
Tech Stack:WindowsMicrosoft 365Active DirectoryServiceNowJiraITSMLaptopsDesktopsMobile devicesRemote-access tools

Company Brief

Bupa
Bupa is an international healthcare group offering health insurance, care homes, hospitals, dental clinics, and health services. It provides private medical insurance and integrated care solutions across multiple countries for individuals and employers.
Industry: Health Insurance (Payers)
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 1947
WebsiteLinkedIn