IT Service Desk Analyst (1st Line)

Service Desk Specialist




Full Time

A bit about us

Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state of the art hospitals across all four corners of the globe, every part of our operations are dedicated to our purpose of helping people live longer, healthier, happier lives. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.

About the area you’ll be working in

From Finance and IT, to Marketing and People (HR) our support functions are the backbone of our UK operations. We may not deal directly with our customers, but we play an absolutely vital role in making sure that our customer-facing teams get all the support they need to deliver the very best service.

What you’ll be doing

You will support provide a first line incident management function to all IT Service Customers, IS Teams and Vendors contacting the IT Service Centre. You will also provide a customer focused single point of contact for Bupa IS&T customers.

What’s a typical day?

You will provide first line support in line with published SLAs for all customers contacting the IT Service Centre and provide customer service excellence, ensuring all users contacts are handled in a pleasant, helpful and professional manner, with regular updates provided to the customer. You will recommend opportunities to the Service Centre Management Team to improve working practices and team performance and proactively participate in all Bupa IS&T functional/departmental meetings giving feedback to ensure continual improvement, productivity gains and overall customer satisfaction and undertake departmental initiatives as directed. You will also keep up to date with the Bupa organisation and business, the healthcare market place and IT industry opportunities to provide desktop solutions. Additionally, you will follow ITIL based Operational Lifecycle procedures (Incident, Problem, Change, Configuration, Asset, etc.) to ensure a cost effective and efficient service to the IT Customer Service.

Who we’re looking for?

  • General awareness of Bupa’s business and systems where applicable.
  • Strong customer focus.
  • Strong communication skills, telephone, written and face to face.
  • Good awareness of Microsoft Desktop products.
  • Good awareness of infrastructure components (Network, NT, Exchange).
  • Good organisational skills.
  • A sound understanding of ITIL methodology.

What’s it like to work here?

As you’ll already know, we want people to ‘love working here’, so much so that’s it’s at the top of our agenda and something you’ll hear a lot about here at Bupa. We offer our people a great range of benefits, many of which are flexible and can be tailored to suit what’s most important to you. We’re a healthcare company so there’s a huge focus on our people’s health and wellbeing, supported by a healthy work-life balance and workplaces which are friendly, appealing spaces to support you to be at your best.


Our Staines office has good access from local motorways and it’s just as easy to get the train here as there is a free shuttle bus to and from the station, or if you prefer to walk its only 20 minute’s.

We’re an inclusive organisation that celebrates diversity and welcomes everyone – all talents and backgrounds. Bupa strives to make sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

We’re a world-leading healthcare group, running care homes, health centres, dental practices and hospitals. At Bupa, we believe in quality, affordable and accessible healthcare for all. If you share our purpose of helping people live longer, healthier and happier lives, then look no further.

Whether you’ve found your feet or are discovering a new path. Welcome to a place that celebrates you. This isn’t where you’ve been. This is where you’re going. This is what we have belief in.

Job Information

Job Reference: R1050788_1591116717
Salary: Up to £24500 per annum
Salary From: £
Salary To: £24500
Job Industries: IT
Job Locations: Staines, Surrey
Job Types: Permanent
Job Skills: IT Service Desk 1st Line support analyst advisor
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