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- Tasks: Provide desktop support for hardware and software issues, both on-site and remotely.
- Company: Join Teleperformance, a global leader in customer experience management since 1978.
- Benefits: Enjoy a hybrid work model, competitive salary, and a supportive work environment.
- Why this job: Be part of a dynamic team that values learning and offers opportunities for growth.
- Qualifications: Must have strong customer service skills and a proactive approach to problem-solving.
- Other info: Travel to other UK sites may be required occasionally.
The predicted salary is between 28800 - 43200 £ per year.
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.
As a 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.
General BAU tasks include but are not limited to:
- Ticket management
- Hardware & software support
- Fault finding and troubleshooting
- Deployment and networking
- 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.
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, intune, OS build and patch management.
- Experience with Microsoft Entra ID.
- 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.
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop and Support Technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10 & 11, VDI solutions, and Cisco Networking. Having hands-on experience or even just a solid understanding of these systems can set you apart from other candidates.
✨Tip Number 2
Demonstrate your customer service skills during any interactions with us. Since this role requires a high degree of customer interaction, showcasing your ability to communicate effectively and maintain a positive attitude will be crucial.
✨Tip Number 3
Prepare for potential technical questions or scenarios that may arise during the interview process. Being able to articulate your problem-solving approach and how you would handle specific IT issues will show your readiness for the role.
✨Tip Number 4
Network with current or former employees of Teleperformance if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and demonstrate your genuine interest in joining our team.
We think you need these skills to ace Desktop and Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. Focus on your desktop support experience, troubleshooting abilities, and any specific technologies mentioned, such as Windows 10/11 or VDI solutions.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and customer service. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to Teleperformance's commitment to excellent customer care.
Highlight Relevant Skills: In your application, emphasise your ability to manage workloads, solve complex problems, and maintain high customer service standards. Include any experience with ITIL processes or security compliance, as these are key aspects of the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Desktop Support Engineer.
How to prepare for a job interview at Teleperformance
✨Showcase Your Technical Skills
Make sure to highlight your experience with Windows 10 & 11, VDI solutions, and any relevant IT qualifications. Be prepared to discuss specific examples of troubleshooting hardware and software issues you've resolved in the past.
✨Demonstrate Customer Service Excellence
Since this role involves a lot of customer interaction, emphasise your ability to maintain a high degree of customer service. Share examples of how you've effectively communicated with users to resolve their issues, whether in person or remotely.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage workload under pressure. Prepare to discuss how you would handle major incidents impacting business productivity and how you prioritise tasks based on SLAs.
✨Research Teleperformance's Values
Familiarise yourself with Teleperformance's commitment to employee satisfaction and customer care. Understanding their company culture will help you align your answers with their values during the interview.
