Teleperformance
Desktop Engineer
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Overview
Responsibilities
Desktop Engineer
Hybrid – Manchester Based
Salary: £27162.49
Job Description
As a Desktop Support Engineer, you will provide desktop support to company employees, both on-site and remotely, for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults, email systems, telephony systems, collaboration platforms, and associated in-house applications.
Responsible for maintaining all IT equipment 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 and software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations.
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- Troubleshoot reported faults with Windows desktops, laptops, mobile devices
- Maintain a high degree of customer service through face-to-face communication, telephone, email, and instant messaging support.
- Gather and submit evidence in relation to quarterly and annual security policies, compliance requirements, and external audits.
- Maintain close attention to Service Level Agreements (SLAs) and set clear expectations with customers.
- Solve complex technical issues and actively participate in continuous improvement initiatives.
Device builds experience using MECM/SCCM.
Strong knowledge and hands-on experience in Active Directory (AD), Microsoft Entra ID (Azure AD), and Microsoft Intune, including user and group management.
- Support Microsoft 365 products and services.
- Handle incidents and outages, and follow up with root cause analysis (RCA) and improvement plans. Monitor and manage Incident, Service Requests queue.
- Maintain accurate IT asset inventories and oversee hardware lifecycle management.
- Support onboarding and offboarding activities, including user account creation, device provisioning, and access reviews.
- Coordinate with vendors for warranty repairs, hardware replacements, and technical support.
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Support Microsoft Teams, Exchange Online, Outlook, OneDrive, SharePoint Online, and other Microsoft 365 services.
- Troubleshoot email, calendar, collaboration, and communication-related issues.
- Support meeting room technologies, Teams Rooms, video conferencing equipment, and AV systems.
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