Bupa
Service Desk Advisor
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Service Desk Advisor
Location: Cromwell Hospital, London (SW5 0TU)
Position Type: Permanent
Salary Range: £30,400 - £34,500 (Depending on experience)
Work Schedule: 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.
About the Role
As a Service Desk Analyst, you'll provide first-line IT support to colleagues across the business, acting as the primary contact for technical incidents and service requests. You will troubleshoot hardware, software, and application issues, deliver excellent customer service, and ensure compliance with data protection, cyber security, and patient confidentiality requirements.
How you’ll help us make health happen:
- Act as the first point of contact for IT support requests from clinical and business colleagues via phone, email, and ticketing systems.
- Log, categorise, and prioritise incidents and service requests, ensuring accurate record keeping within the ITSM platform.
- Diagnose and resolve a broad range of first-line hardware, software, and user access issues, delivering a high level of first-contact resolution.
- Provide support for healthcare applications and business-critical systems.
- Escalate complex issues to specialist support teams and proactively manage tickets through to resolution.
- Deliver remote technical support using diagnostic and remote-access tools.
- Maintain and enhance the IT knowledge base by creating and updating support documentation.
- Support the setup, deployment, and maintenance of laptops, desktops, and mobile devices for new and existing colleagues.
- Communicate effectively with users, providing regular updates and managing expectations throughout the support lifecycle.
- Identify recurring issues and trends, contributing to continuous service improvement and problem management initiatives.
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Key Skills / Qualifications Needed for This Role:
- Previous experience in a Service Desk, IT Support, or Helpdesk environment.
- Strong knowledge of Windows, Microsoft 365, desktop, laptop, and mobile device support.
- Experience with Active Directory and IT Service Management tools (e.g., ServiceNow, Jira).
- Excellent troubleshooting and problem-solving skills with a methodical approach.
- Strong customer service focus with the ability to support users in a fast-paced environment.
- Confident communication skills, able to explain technical concepts to non-technical users.
- Ability to manage multiple priorities while maintaining attention to detail.
- Strong documentation and ticket management skills.
- Collaborative team player with the ability to work independently when required.
- Flexible approach to working patterns, including shift or on-call support where needed.
Desirable Skills
- Experience supporting healthcare, clinical, or other regulated environments.
- Knowledge of healthcare applications and systems.
- Understanding of ITIL best practices and service management principles.
- ITIL Foundation certification or equivalent qualification.
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.
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Joining Bupa in this role, you will receive the following benefits and more:
- 25 days holiday, increasing through length of service, with an option to buy or sell.
- Bupa health insurance as a benefit in kind.
- An enhanced pension plan and life insurance.
- Annual performance-based bonus.
- Onsite gyms or local discounts where no onsite gym is available.
- Various other benefits and online discounts.
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.
As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. 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 would like more information on the role, require an alternative format, or would like to discuss other opportunities suited to your skills and experience, please contact the recruiter.
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