Desktop Support Engineer

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Job Type

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Permanent

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Location

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: Dublin

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Hours

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: -37.5 Hours per

week.

Out of hours

work may be required.

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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.

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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.

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About the

Role

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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.

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You will be responsible for

maintaining all IT kit based onsite and providing hands-on

assistance to other IT teams and users based remotely.

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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.

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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.

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Duties

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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

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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

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Close attention to Service Level Agreements (SLAs) and

setting a clear expectation to the

customer

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Requirements

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Ability to attain CTC and SC clearance as per UK

government requirements.

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Ability to maintain a high degree of customer service

for all support queries.

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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.

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Keen attention to detail.

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Ability to relate to others in a positive manner.

Strong team focus.

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Experience with MS Office

Packages

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Skills and Experience

(advantageous)

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Experience and / or Qualifications in an IT

field

Experience with

Windows 10 & 11

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Experience working with VDI

solutions

Experience with

Cisco Networking desirable.

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Experience with MECM for software deployment, OS build

and patch management

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Experience of managing and implementing Group Policy in

an enterprise environment.

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Experience with Anti Virus software and managing cyber

security threats

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Experience working with O365 products and

services

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Working experience of ITIL and / or

ISO270001 processes and procedures.

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Proactive approach,

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ability to prioritise and manage own

workload

Ability to

solve complex problems & participate in continuous

improvement.

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