Service Desk Phone Consultant

Opportunity snapshot:
An exciting, 5 months contract role has become available for a Service Desk Phone Consultant

The Service Desk Consultant is primarily responsible for providing the first point of call for business and IT service incidents and requests, including ongoing monitoring of systems and escalations

How will I help?

Provision of IT support across all of Bupa Australia. Ensure the accurate and efficient recording, logging and allocation of customer reported incidents and requests, and where appropriate provided first call resolution of IT issues logged via the IT Service Desk in adherence to agreed national IT Operational processes
- Adopt and use agreed IS Service Management Processes, and ensure they are consistently applied to maintain high quality and efficient IT services are delivered across Bupa HI & HS.
- Provision of exceptional customer service and communication with key stakeholders.
- Demonstrate a high level of technical knowledge and analytical approach to issues and problems, resulting in a high level of first call resolution and first level resolution
- Responsible for providing the first point of call for business and IT service incidents and requests
- Ensure process is adhered to with respect to case management, system monitoring and escalations.
- Maintain and improve on key Service Desk and Service Centre performance indicators.
- Participation in quality development and SME initiatives.
- Adhere to the full range of shifts across the standard operating hours of Monday to Friday, 6am - 6pm (AEST), as well as participation in a rotating Saturday support roster as per business and team needs
- Active involvement in team and cultural change within the Service Centre team.
- Adherence to a customer centric service culture.
- Effective customer management, through setting and meeting expectations
- Identify ways to contribute to continuous improvement
- Adoption of common processes across Bupa Australia IS and the Service Centre Team
- Support the greater Service Centre team in the complete end to end service delivery and experience where and when required
- Other responsibilities as directed by the Service Centre Admin and Transition Lead

What do I need?
- Relevant experience as detailed above
- ITIL Foundation
- Demonstrated knowledge of Active Directory
- Familiarity with ITIL based processes.
- Demonstrated customer service skills
- Strong written and verbal communication skills
- Strong multi-tasking ability

Key relationships

All Bupa Health Insurance and Health Services, including Functional Units IS users, External vendors, suppliers & Partners

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 range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing, and medical visa services.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity, and own story is respected and valued.

Time Type:
Full time