Desktop and Site Support Engineer in Manchester

Desktop and Site Support Engineer

Teleperformance is a worldwide leader in multichannel customer experience management. We are an equal opportunities employer and we welcome applications from all suitably qualified persons.

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.

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 (SLAs) 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.
• Proactive approach, ability to prioritise and manage own workload.

Job Type

Permanent

Location

Manchester

Hours

37.5 Hours per week. Monday – Friday. Some out of hours work may be required.