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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 skill development.
- Qualifications: Must have strong customer service skills and a proactive approach to problem-solving.
- Other info: Travel to other UK sites may be required; training provided for evolving IT skills.
The predicted salary is between 28800 - 42000 £ 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.
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 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.
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 during the interview.
✨Tip Number 2
Brush up on your customer service skills, as this role requires a high degree of interaction with users. Practising how to communicate effectively and handle support queries can demonstrate your readiness for the position.
✨Tip Number 3
Prepare to discuss your experience with Service Level Agreements (SLAs) and how you've managed expectations in previous roles. This will show that you understand the importance of maintaining service quality and customer satisfaction.
✨Tip Number 4
Research Teleperformance's company culture and values. Being able to articulate why you want to work for them and how you align with their mission can make a strong impression during your interview.
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 requires a high degree of customer service, be ready to share instances where you successfully managed support queries. Emphasise your communication skills and how you maintain professionalism under pressure.
✨Understand SLAs and Compliance
Familiarise yourself with Service Level Agreements (SLAs) and security compliance requirements. Be prepared to discuss how you ensure adherence to these standards in your previous roles.
✨Exhibit a Proactive Mindset
Employers value candidates who can prioritise their workload and solve complex problems. Share examples of how you've taken initiative in past positions to improve processes or resolve issues before they escalate.
