[TPUK Back 7]
VACANCY: Senior Desktop Support Engineer
Job Type: Permanent
Location: Bristol (Hybrid)
Hours: -37.5 Hours per week.
Out of hours work 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, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We’ve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world’s population.
We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work® in various countries, including the UK, and was included in Forbes’ 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Global’s Global Best Employers™ Program.
We are an equal opportunities employer and we welcome applications from all suitably qualified persons.
About the Role
As a Senior Desktop Support Engineer you will provide desktop support to company 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 associated in-house applications. You will be responsible for maintaining all IT kit based onsite and providing hands-on assistance to other IT teams and users based remotely. You will also be responsible for some people management and will be the escalation point of senior leaders both on site and remotely.
General BAU tasks include but are not limited to, ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations. Good customer facing skills and ability to prioritise your workload are also key aspects of the role.
Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology. Travel to our other Teleperformance sites within the UK may also be required on occasion.
Duties
* Troubleshooting 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 of major incident impacting business productivity and ability to maintain client KPIs
* Gather and submit evidence in relation to quarterly and annual security policies, and external audits
* Identifying business risks and ensuring adherence to internal and external security requirements
* Close attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer
Requirements
* Ability to attain CTC and SC clearance as per UK government requirements.
* Ability to maintain a high degree of customer service for all support queries.
* Proven track record of close attention to Service Level Agreements (SLA’s) 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. Strong team focus.
* Experience with MS Office Packages
* People Management
Skills and Experience (advantageous)
* Experience and/or Qualifications in an IT field
* Experience with Windows 10 & 11
* Experience working with VDI solutions
* Experience with Cisco Networking desirable.
* Experience with MECM for software deployment, OS build and patch management
* Experience of managing and implementing Group Policy in an enterprise environment.
* Experience with Anti Virus software and managing cyber security threats
* Experience working with O365 products and services
* Working experience of ITIL and/or ISO270001 processes and procedures.
* Proactive approach, ability to prioritise and manage own workload
* Ability to solve complex problems & participate in continuous improvement.