Senior Desktop Support Engineer
Job Type: Permanent | Location: Bristol (Hybrid) | Hours: -37.5 hours per week (out of hours may be required).
About Us: Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, digital solutions, analytics, back‑office and other specialised services. We have been providing superior customer care for leading brands since 1978 and interact with more than 35% of the world’s population each year. Teleperformance has been recognised globally as a Great Place to Work® and as part of Forbes’ 50 Most Trustworthy Companies based in Western Europe.
About The Role
As a Senior Desktop Support Engineer you will provide desktop support to employees both on‑site and at home for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults (including email, telephony systems and in‑house applications). You will maintain all IT kit onsite, provide hands‑on assistance to other IT teams and users remotely, manage people and be the escalation point for senior leaders. General BAU tasks include ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking and ensuring compliance with internal and external security audits and accreditations. Good customer‑facing skills and the ability to prioritise your workload are key aspects of the role. Travel to our other Teleperformance sites within the UK may also be required on occasion.
Responsibilities
* Troubleshoot reported faults with Windows Desktop, laptop, VDI & mobile for end users
* Software deployment and updates for all devices used in the estate
* Maintain a high degree of customer service via in‑person communication, call, e‑mail, and instant messaging for all support queries
* Support and triage major incidents impacting business productivity and maintain client KPIs
* Gather and submit evidence in relation to quarterly and annual security policies, and external audits
* Identify business risks and ensure adherence to internal and external security requirements
* Close attention to Service Level Agreements (SLAs) and set clear expectations to the customer
Requirements
* Ability to attain CTC and SC clearance as per UK government requirements
* Proven track record of close attention to SLAs and setting a clear expectation to the customer
* Proactive approach, ability to prioritise and manage own workload
* Ability to solve complex problems & participate in continuous improvement
* Excellent oral and written communication skills
* Keen attention to detail
* Ability to relate to others in a positive manner and strong team focus
* Experience with MS Office Packages
* People management experience
Skills and Experience (advantageous)
* Experience and/or qualifications in an IT field
* Experience with Windows 10 & 11, VDI solutions, Cisco networking, MECM, Group Policy
* Experience with anti‑virus software and managing cyber security threats
* Experience with O365 products and services
* Experience with ITIL and ISO27001 processes and procedures
* Proactive approach, ability to prioritise and manage own workload (duplicate information removed for clarity)
We are an equal opportunities employer and welcome applications from all suitably qualified persons.
#J-18808-Ljbffr