IT Support Specialist

15 hours ago

مصر, Egypt Bupa Global Full time

IT Support Specialist

**Job Description**:
**IT Support Specialist**

**Cairo, Egypt**

**Fixed Term Contract - 12 months**

**Full time, 40 hours per week**

**May be required to be part of a support callout rota**

We consider all types of flexibility, including locations, hours and working patterns.

**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.

As an IT Support Specialist at Bupa, your role is to provide expert technical analysis & fault resolution to Deskside, Software and Tech-Bar (where applicable) related problems and requests. You'll assist IT Colleagues in the resolution of infrastructure and software related support issues and provide an engaging and professional customer centric service that can be trusted and relied upon.

**How you'll help us make health happen**:

- You will need to be able to resolve customer IT support queries on a wide range of technologies.
- Provide second line fault resolution against SLA for hardware related technology
- Be part of the Tech-Bar rota which is our walk-up IT Service
- You will take ownership of Bupa incidents, providing a face-to-face first-time fault resolution where possible and advice and guidance on Bupa IT policies and process.
- Ensure that all interactions are logged in ServiceNow, updated, and progressed to resolution where possible
- Where a first-time fix is not available, ensure the customer is informed on progress as defined in the SLA and service design.
- You will work towards ensuring a positive customer IT experience for all our customers and attain high NPS scores in customer satisfaction.

**Key Skills / Qualifications needed for this role**:

- Logical approach with an aptitude for problem solving.
- Exceptional Customer Focus.
- Strong Communication skills, both written and face to face.

Technical knowledge and experience supporting and/or using Microsoft desktop products including but not limited to.
- Windows 10 and Apple Mac OS.
- Office 365 and associated products and services such as Teams, Yammer, Intune, SharePoint, Multi Factor Authentication etc.
- Security products - Bitlocker, Network Access Control, Cyberark, McAfee
- IOS, Android for Work, Android Mobile.
- SCCM, Active Directory, Azure AD.
- Understanding of infrastructure components (e.g., Network, Azure, Citrix, Genesys PureCloud - as applicable)
- Strong hardware diagnostic skills (Dell training provided)

Time Type:
Full time
Job Area:
IT
Locations:
Egypt - Cairo

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