IT Service Desk Engineer
Posted 5 days ago by Bupa Dental Care UK
Negotiable
Undetermined
Hybrid
City Of Bristol, England, United Kingdom
Summary: The IT Service Desk Engineer role is a 6-month fixed-term contract based in North Bristol, requiring hybrid working with 1-2 days in the office. The position involves providing technical support to customers, resolving hardware and software issues through the ServiceNow ticketing system, and maintaining high standards of customer service. The engineer will also be responsible for on-call duties and collaborating with various IT teams to address complex problems.
Key Responsibilities:
- Follow standard Service Desk operating procedures and accurately log all tickets using ServiceNow.
- Become familiar with helpdesk policies and services, and collaborate with IT teams to solve complex problems.
- Provide technical support via remote access, phone, or email, maintaining high customer service standards.
- Take ownership of user problems and proactively address user issues.
- Respond to customer enquiries and assist with hardware or software problems within the supported scope.
- Support users with computer equipment by providing necessary training and advice.
- Allocate complex service issues to the escalations team and arrange for external technical support when needed.
- Carry out on-call duties for P1 incidents on a rota system.
Key Skills:
- Working knowledge of Active Directory.
- Working knowledge of Office 365.
- Working knowledge of hardware troubleshooting (PC peripherals and imaging of PCs).
- Light networking knowledge.
- Good understanding of VoIP phone systems (Horizon).
Salary (Rate): undetermined
City: City Of Bristol
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT Service Desk Engineer 6 month FTC Based in North Bristol/Hybrid working - 1-2 days a week in the office, 1 week in every 6 on-call
The Role
As an IT Service Desk Engineer, you will provide comprehensive technical support to customers, resolving hardware and software issues logged via our in-house ticketing system, ServiceNow.
Responsibilities
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software ServiceNow.
- Become familiar with helpdesk policies and services.
- Become familiar with every team within the IT department and collaborate well to solve more complex problems.
- Be willing to work on other duties as assigned by the IT Service Manager and IT Service Desk Team Lead.
- 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.
- 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 our supported scope.
- Support users in the use of computer equipment by providing necessary training and advice.
- To allocate more complex service issues to our escalations team.
- To arrange for external technical support where problems cannot be resolved in house.
- Carry out on-call duties for P1 incidents – This is on a rota system and is for 1 week at a time. Between the hours of 18:00PM to 20:00PM Mon-Fri and all-day Saturday.
Skills/Experience
- Working knowledge of Active Directory
- Working knowledge of Office 365
- Working knowledge of hardware troubleshooting (PC peripherals and imaging of PCs)
- Light networking knowledge
- Good understanding of VoIP phone systems (Horizon)
Benefits
The benefits here are industry-leading, and we’ll be able to tell you more about them in the process. But here’s a snapshot: 25 days holiday, plus the option to buy more. Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance (of course). Access to remote GP and nurse services, physiotherapy, and mental health support. Early access to your earned wages through Wagestream.
If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!
To find out more about working with us, find us on LinkedIn, Facebook and Instagram. Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.
Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
Bupa Dental Care is an equal opportunities employer.