Bupa Dental Care UK
Service Desk Engineer
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Service Desk Engineer
IT Service Desk Engineer
Location: North Bristol / Hybrid (1–2 days in office) Type: Full-time / Permanent On-call: 1 week every 6 weeks (Mon–Fri 18:00–20:00 & all-day Saturday)
About the Role
As an IT Service Desk Engineer at Bupa Dental Care, you’ll provide comprehensive technical support to customers, resolving hardware and software issues via our in-house ticketing system, ServiceNow. Your role will be customer-facing, ensuring seamless IT service delivery through troublehooting, guidance, and collaboration with cross-departmental teams when required.
Responsibilities
- Follow standard Service Desk operating procedures and accurately log all tickets in ServiceNow
- Become proficient in helpdesk policies and supported services
- Foster strong collaboration with all IT teams to resolve complex problems effectively
- Execute additional duties as assigned by IT Service Manager or Service Desk Team Lead
- Deliver first-line technical support via:
- Remote access
- Phone
- Email and onsite assistance for hardware/software issues
- Maintain gold-standard customer service, adhering strictly to service management principles
- Take full ownership of user problems, proactively resolving issues
- Respond to customer enquiries, troubleshoot supported hardware/software problems, and escalate beyond scope when needed
- Assist users in training and advice for computer equipment usage
- Allocate complex issues to our escalation team
- Arrange external technical support for unresolved issues
- Conduct 25 consultation shifts starting 7pm–10pm Mon–Fri, with P1 incident coverage alle-day Saturday
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Required Skills & Experience
Technical proficiency in:
- Active Directory
- Office 365
- PC hardware troubleshooting (peripherals, imaging)
- Light networking knowledge
- VoIP phone systems, preferably Horizon PBX
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Benefits
Industry-leading benefits include:
- 25 days’ holiday (with availability to purchase additional)
- 7,000+ business discount scheme
- Discounted gym membership
- Comprehensive dental insurance and Health Trust program, offering private healthcare for staff and families
- Remote GP/nurse access (24/7), physiotherapy, and mental health support
- £500 MyHealthcare Allowance annually
- Wagestream for early salary access
- Cycle-to-work scheme
About Us
Bupa Dental Care is a dynamic healthcare business dedicated to helping people live longer, healthier lives. We’re a Level 2 Disability Confident employer, offering reasonable adjustments and championing diversity and inclusion in every team.
Join us in our mission to make the world a better place. Apply today!
For further insights, explore our careers page or connect with us on LinkedIn or Instagram.
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