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For Companies At a Glance
- 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 recognised Great Place to Work® with opportunities for growth in IT.
- Qualifications: Must have strong customer service skills and a proactive approach; IT experience is a plus.
- Other info: Travel to other UK sites may be required occasionally.
The predicted salary is between 28800 - 42000 £ per year.
Location: Bristol (Hybrid)
Hours: 37.5 Hours per week, 8-6 Monday – Friday. Some out of hours work may be required.
About the Role
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
- Troubleshooting
- Deployment
- 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 incidents 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.
Desktop and Support Technician employer: Teleperformance
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 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Desktop Support Engineer position at Teleperformance. Understand the key responsibilities and required skills, such as troubleshooting hardware and software issues, customer service, and adherence to SLAs.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job requirements. Emphasise your technical expertise with Windows 10 & 11, VDI solutions, and any experience with Cisco Networking or ITIL processes.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to provide excellent customer service. Mention specific examples of how you've successfully resolved technical issues in the past and your proactive approach to problem-solving.
Proofread Your Application: Before submitting your application, 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 the role.
How to prepare for a job interview at Teleperformance
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows 10 & 11, VDI solutions, and any relevant IT certifications. Highlight 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, be ready to share instances where you provided exceptional support. Emphasise your ability to communicate effectively and maintain a high degree of customer service.
✨Understand SLAs and Compliance
Familiarise yourself with Service Level Agreements (SLAs) and how they impact customer expectations. Be prepared to discuss how you ensure compliance with security policies and audits in your previous roles.
✨Exhibit a Proactive Mindset
Employers value candidates who can manage their workload efficiently. Share examples of how you've prioritised tasks in a busy environment and contributed to continuous improvement in your previous positions.
