About Us
Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect brands 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 have been providing superior customer care since 1978 and interact with a large portion of the world’s population every year.
We believe in providing the best working environment for the best people. Teleperformance has been recognized as a Great Place to Work in various countries and has featured in Forbes’ 50 Most Trustworthy Companies in Western Europe and in AON Hewitt Global’s Global Best Employers Program. We are an equal opportunities employer and welcome applications from all suitably qualified persons.
Job Details
Job Type: Permanent
Location: Dublin
Hours: 37.5 hours per week. Out of hours work may be required.
About The Role
As a Desktop Support Engineer you will provide desktop support to company employees, both on-site and at home, for issues related to desktop and laptop hardware, software faults (including email and telephony systems), and in-house applications. You will maintain IT kit on site and provide hands-on assistance to other IT teams and users remotely.
General BAU tasks include but are not limited to ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with internal and external security audits and accreditations. Good customer-facing skills and the ability to prioritise workload are key aspects of the role. Travel to other Teleperformance sites within the UK may be required on occasion.
Duties
* Troubleshooting reported faults with Windows desktops, laptops, VDI and mobile devices 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 client KPIs
* Gather and submit evidence in relation to quarterly and annual security policies and external audits
* Identify business risks and ensure adherence to internal and external security requirements
* Monitor SLAs and set clear expectations with customers
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 clear expectations with customers
* Proactive approach with the ability to prioritise and manage own workload
* Ability to solve complex problems and participate in continuous improvement
* Excellent oral and written communication skills
* Keen attention to detail
* Positive interpersonal skills with 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 with VDI solutions
* Experience with Cisco networking (desirable)
* Experience with MECM for software deployment, OS build and patch management
* Experience managing and implementing Group Policy in an enterprise environment
* Experience with antivirus software and cybersecurity threat management
* Experience with O365 products and services
* Working knowledge of ITIL and/or ISO27001 processes and procedures
* Proactive approach with ability to prioritise and manage own workload
* Ability to solve complex problems and participate in continuous improvement
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Outsourcing and Offshoring Consulting
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