Technical Support Analyst

**Opportunity snapshot:
An exciting, permanent opportunity has become available for a Technical Support Analyst

The Technical Support Analyst will work as part of the Technical Support team in the provision of end user technical support and leverage remote support technologies to support our customers. You will participate in remote and onsite deskside support across Bupa ANZ. All services are to be provided in accordance to agreed service level targets, risk, governance & compliance standards. The role will deliver the co-ordinated and timely provision of end user support, through remote technologies, or as required, through onsite support.

**How will I help?**

Key deliverables include:

- Effective delivery of second level support for relevant end user devices and services, including.

o Desktop and laptop configurations, including deploying PC images, as we well as supporting related hardware and peripherals

o Mobiles, tablets and printer support
- Provide high level customer service to business users.
- Design and deploy desktop and laptop configurations which support the organisation’s objectives and strategic plans
- Ensure desktop security and virus filtering
- Research technologies and test their potential benefit to Bupa Australia
- Provide a desktop consultation service to business users
- Documentation of processes
- Other responsibilities as directed by the Service Centre Technical Support Manager
- Provide technical support to Service Desk teams
- Provide assistance to other IS teams as requested (e.g., SD, SD Remote & Requests)

Client Relationships/Focus
- Consult on platform deliverables to ensure business representatives have realistic expectations of what is being deployed
- Provide deployment support and problem resolution to users of platform systems to support business activities

**What do I need?**
- Proven experience in building, deploying and supporting PC images, SCCM, as well hardware and configuration support
- Familiarity and experience with ITIL based processes.
- Demonstrated customer service skills with strong written and verbal communication skills
- Proven problem solving and analytical skills with strong multi-tasking ability
- Planning & Organizing: Sets clearly defined objectives; Plans activities and projects well in advance and takes account of possible changing circumstances; Manages time effectively; Identifies and organizes resources needed to accomplish tasks; Monitors performance against deadlines and milestones
- Relating and Networking: establishes good relationships with customers and staff; builds wide and effective networks of contacts inside and outside the organisation; relates well to people at all levels; manages conflict
- Working with People: demonstrates an interest in and understanding of others; adapts to the team and builds team spirit; recognises and rewards the contribution of others; listens, consults others and communicate proactively; supports and cares for others; and develops and openly communicates self-insight such as an awareness of own strengths and weaknesses
- Delivering results & meeting customer expectations: focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical, and orderly way; consistently achieves project goals
- Achieving Personal Work Goals & Objectives; accepts and tackles demanding goals with enthusiasm; Works hard and puts in longer hours when it is necessary; Identifies development strategies needed to achieve career goals and makes use of developmental or training opportunities; Seeks progression to roles of increased responsibility and influence

**Key relationships**
- All Bupa Australia colleagues
- Your team, Service Desk, Digital Workplace, WDS and Infrastructure team members

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

**Perk highlights**:

- Discount on our health insurance, travel, car, home, contents and pet insurance products as well as discounts when you attend a Bupa Dental clinic or purchase glasses from a Bupa Optical store.
- A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts.
- An additional well-being day each year to treat yourself.

**About Bupa**

Bupa is an international healthcare group which has been committed to a purpose of longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa supports more than 5 million customers through a broad ran