Teleperformance

Outsourced customer experience management services

Desktop Support Engineer

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeDublin, IrelandNo salary listed

About the Job

Requirements

Ability to attain CTC and SC clearance under UK government requirements.
Ability to maintain a high degree of customer service for all support queries.
A proven track record of close attention to Service Level Agreements and setting clear expectations for customers.
A proactive approach and ability to prioritize and manage an independent workload.
Ability to solve complex problems and participate in continuous improvement.
Excellent oral and written communication skills.
Keen attention to detail.
Ability to relate to others positively and maintain a strong team focus.
Experience with Microsoft Office packages.

Responsibilities

Provide desktop support to company employees on-site and at home for desktop and laptop hardware issues, software faults including email, telephony systems, and associated in-house applications.
Maintain all IT equipment based on-site and provide hands-on assistance to other IT teams and remotely located users.
Manage tickets; provide hardware and software support; find and troubleshoot faults; deploy technology; perform networking tasks; and ensure compliance with internal and external security audits and accreditations.
Troubleshoot reported faults involving Windows desktops, laptops, virtual desktop infrastructure, and mobile devices for end users.
Deploy and update software for all devices used across the technology estate.
Provide customer service for support queries through in-person communication, calls, email, and instant messaging.
Support and triage major incidents affecting business productivity and the ability to meet client key performance indicators.
Gather and submit evidence for quarterly and annual security policies and external audits.
Identify business risks and ensure adherence to internal and external security requirements.
Monitor service-level agreements and set clear expectations for customers.

Desired Qualifications

Experience and/or qualifications in an IT field.
Experience with Windows 10 and Windows 11.
Experience working with virtual desktop infrastructure solutions.
Experience with Cisco networking.
Experience with Microsoft Endpoint Configuration Manager for software deployment, operating system builds, and patch management.
Experience managing and implementing Group Policy in an enterprise environment.
Experience with antivirus software and managing cybersecurity threats.
Experience working with Microsoft Office 365 products and services.
Working experience with Information Technology Infrastructure Library and/or ISO 27001 processes and procedures.

Overview

Job Type: Permanent

Location: Dublin

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 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.

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

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.

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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