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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.
- Benefits: Enjoy a competitive salary, hybrid work, and opportunities for professional growth.
- Why this job: Make a real impact by solving tech problems and supporting a diverse team.
- Qualifications: Experience in IT support, strong communication skills, and a proactive attitude.
- Other info: Dynamic work environment with potential for travel and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
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.
Desktop & site support engineer employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop & site support engineer
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨Tip Number 2
Prepare for the interview by researching Teleperformance and the role. We want to see that you’re genuinely interested in what we do and how you can contribute. Tailor your answers to show how your skills match our needs!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. We can’t stress enough how important it is to be comfortable talking about your experience and skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in our minds. Plus, it shows you’re keen and professional, which is always a bonus!
We think you need these skills to ace Desktop & site support engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Desktop Support Engineer role. Highlight relevant experience with desktop and laptop support, troubleshooting, and customer service skills. We want to see how your background aligns with what we do!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Don’t forget to mention any specific experiences that relate to the job description.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Teleperformance
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10 & 11, VDI solutions, and Cisco Networking. Be ready to discuss your experience with troubleshooting hardware and software issues, as well as any specific tools you've used for deployment and management.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that showcase your ability to maintain a high degree of customer service. Think about times when you’ve successfully resolved issues or managed difficult situations with users.
✨Be Ready for Problem-Solving Scenarios
Expect to face some technical scenarios during the interview. Practice articulating your thought process when troubleshooting complex problems. This will demonstrate your proactive approach and ability to think on your feet.
✨Understand the Company Culture
Familiarise yourself with Teleperformance’s values and their commitment to employee satisfaction. Be prepared to discuss how you can contribute to a positive working environment and align with their focus on continuous improvement and teamwork.