• Job Description

  Req#: 51199

  Overview

  Vacancy: Desktop Support Engineer

  Job Type: Permanent

  Location: Bristol

  Hours: 37.5 hours per week, Mon-Fri. Some out of hours work may be required.

  About the Role

  We are looking for a keen, customer focused individual to add to the existing Technical Support team in a market leading Contact Centre organisation. Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology.

  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, and ensuring compliance with both internal and external security audits and accreditations.

  Duties

  • Troubleshooting reported faults with Windows Desktop, laptop, mobile VDI 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 (essential)

  • Must have been a UK resident for 5 years or more.
  • Must have exceptional proficiency in both written and verbal English.
  • Must have experience in a previous IT role or have relevant qualifications and/or certifications.
  • Must have previous experience working with Active Directory, SCCM, Cisco networking (or equivalent technologies).

  Requirements (advantageous)

  • Experience with Windows 10 & 11.
  • Experience working with VDI solutions.
  • Experience with anti-virus software and managing cyber security threats.
  • Experience working with O365 products and services.
  • Working experience of ITIL processes and procedures.
  • Proactive approach, ability to prioritise and manage own workload.
  • Ability to solve complex problems & participate in continuous improvement.
  • Keen attention to detail.

  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 is Great Place to Work®-Certified in 60 countries, including the UK and the only business process services company to be named one of the 25 best workplaces in the world in Fortune World's Best WorkplacesTM in 2021

• About the company

  We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects 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.

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