Solutions Architect Want to apply Read all the information about this position below, then hit the apply button. Location: UK based, remote Travel Required : Yes Salary: Up to £80,000 Department: Public Sector Services Reports to : SVP Business Development Contract Type: Permanent Job Summary / Overview Working as part of a Bid Team, you will act as the overall Solutions Architect on all Public Sector new bids and existing client retenders and farming growth opportunities. Working closely with the subject matter experts in each business area you will be required to identify all of the components and associated costs needed to deliver the overall solution. You will be responsible for the development and documentation of compelling, differentiated and commercially attractive solutions in response to identified client needs, requirements in response to Invitations to Tenders (ITT's). You will Identify and quantify the transformational outcomes that our solutions can deliver to clients through the integration of technology, analytics, processes, people and customer experiences. In addition, you will work with the Public Sector bid team to both create and maintain a comprehensive bid library of up to date content and client case studies and continually engage with the wider Teleperformance Transformation and Innovation (T&I) team and third party supplier base to maintain up to date insight and knowledge into the potential tools and solutions that Teleperformance have access to. You will be required play a leading role in working with the Public Sector SVP of Business Development and the Client Services team to actively lead and support market engagement activities and engage directly with clients on service innovation and solutions support for new and existing services. The nature of the work will require the successful applicant to be UK based and this is a remote working role. Applications will be welcomed regardless of UK location; South West England, South East England and South Wales location would be beneficial due to proximity of clients and the senior team. Benefits of the role include 5% matched pension contributions and 25 days holiday a year plus bank holidays. Key Responsibilities and Accountabilities Designing solutions comprising one or more of the following elements, voice and non-voice contact centre outsourcing, insight and customer analytics services, customer experience strategy Writing detailed and compliant solution content in response to ITT's and RFP's Participation on pre-tender market engagement activity Presenting solutions to clients both formally as part of a bid process and informally in discovery/consultative conversations and as part of market engagement activities Working with and advising our finance team to ensure solutions are properly costed/priced and costs are correctly captured in client financial models and templates. Working closely with our Work Force Management teams to ensure they accurately size and forecast /model the levels of resource required. Focus to include optimal productivity of service solution and ensuring maximum efficiency of solution. Working with the SVP of Business Development to secure executive sign off for proposed solutions/prices as part of the formal bid process Working with the SVP of Business Development to pro-actively manage the Crown Commercial Service (CCS) Framework, and build and maintain relationships with the CCS stakeholder teams Communication Ability to put complex ideas across simply in written, visual (slides) and verbal forms Confident presenter and public speaker Ensuring that current Government policy and compliance requirements are understood and are reflected in all solutions created Responsibility for ongoing market research and engagement with Government to understand future compliance requirements, e.g. Social Value strategy to undertake gap analysis and work with internal Teleperformance stakeholders and SMEs to ensure Teleperformance compliance with required Government policy, strategy and objectives Responsibility for undertaking research and understanding of Government procurement directives e.g. Outsourcing Playbook and how these directives will impact solution design and compliance Responsibility for actively supporting Public Sector growth strategy in the development and identification of potential new market opportunities and solutions / product design as a 'go to market' approach Support and develop PS market engagement and marketing strategy to develop Teleperformance Public Sector media profile and positioning as expert in the provision of PS contact centres and citizen experience Influencing and networking Ability to operate effectively within a B2B client/service provider environment Ability to deliver through others within a project/virtual team environment Ability to build and maintain effective networks - internally and externally Solutions design Ability to identify client needs and requirements and design customer management solutions that address them Ability to identify opportunities for transformation through innovation, analytics and technology and to incorporate these into client proposals Ability to capture and document solution requirements and specifications for the purposes of pricing and delivery planning aligned to client requirements and evaluation criterion Demonstrable knowledge and success of how to structure a solution for customer management services and operations Demonstrable knowledge of formal bid procurement processes and vendor responses e.g. RFI/ITT/RFP/BAFO) Knowledge of project management principles and how these apply to delivery of solution design Ensuring that all aspects of the solution influencing cost, price and margin are fully understood and incorporated into tender responses Technology Knowledge of customer management platforms & applications across voice and non-voice (digital) channels Knowledge of Contact Centre technology infrastructure Aware of and have used transformational tools applied to modern customer contact strategies Customer Management Knowledge of multi-channel customer management solutions - agent & non-agent based Knowledge of how to build customer contact operating models and design of Target Operating Models (in-house or out-sourced) Experience Experience of working on solution design and bids in a BPO contact centre outsourcing environment, specifically with experience of working on Public Sector bid responses Experience of non-voice (webchat, social media engagement etc.) as well as voice customer management operations Strong knowledge of multi-channel customer engagement technologies such as telephony, Social Media and webchat platforms Experience of working with data and customer insight to drive transformational improvements in customer experience Experience of undertaking due diligence analysis of customer provided data and insights to deliver a compliant solution to meet customer needs and to assess level of risk in solution design Excellent written and verbal communications skills with evidence of having authored and presented detailed proposals to clients A strong influencer, able to inspire and motivate clients and stakeholders to buy into innovative and ambitious customer experience management solutions A creative problem solver, able to look at a situation and generate imaginative but realistic and compliant solutions. Experience of working in a highly commercial environment, where you have been directly involved in pricing and P&L decisions in relation to client management and business case development Knowledge, skills and experience - we are looking for: Work Experience At least 5 years of experience in a similar role in an outsourcing environment, ideally working on Public Sector new business opportunities Competencies and Specific Skills Comprehensive computer skills Takes ownership and accountability Commercially minded People focused Achievement driven Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Team player and able to work within close knit team environment Excellent reasoning & judgement Superior leadership skills Self-motivated and can motivate others Strategic and commercial thinker Superior facilitation & presentation skills Continuous improvement mindset 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 You can follow us on: Twitter Facebook ..... click apply for full job details
24/09/2022
Full time
Solutions Architect Want to apply Read all the information about this position below, then hit the apply button. Location: UK based, remote Travel Required : Yes Salary: Up to £80,000 Department: Public Sector Services Reports to : SVP Business Development Contract Type: Permanent Job Summary / Overview Working as part of a Bid Team, you will act as the overall Solutions Architect on all Public Sector new bids and existing client retenders and farming growth opportunities. Working closely with the subject matter experts in each business area you will be required to identify all of the components and associated costs needed to deliver the overall solution. You will be responsible for the development and documentation of compelling, differentiated and commercially attractive solutions in response to identified client needs, requirements in response to Invitations to Tenders (ITT's). You will Identify and quantify the transformational outcomes that our solutions can deliver to clients through the integration of technology, analytics, processes, people and customer experiences. In addition, you will work with the Public Sector bid team to both create and maintain a comprehensive bid library of up to date content and client case studies and continually engage with the wider Teleperformance Transformation and Innovation (T&I) team and third party supplier base to maintain up to date insight and knowledge into the potential tools and solutions that Teleperformance have access to. You will be required play a leading role in working with the Public Sector SVP of Business Development and the Client Services team to actively lead and support market engagement activities and engage directly with clients on service innovation and solutions support for new and existing services. The nature of the work will require the successful applicant to be UK based and this is a remote working role. Applications will be welcomed regardless of UK location; South West England, South East England and South Wales location would be beneficial due to proximity of clients and the senior team. Benefits of the role include 5% matched pension contributions and 25 days holiday a year plus bank holidays. Key Responsibilities and Accountabilities Designing solutions comprising one or more of the following elements, voice and non-voice contact centre outsourcing, insight and customer analytics services, customer experience strategy Writing detailed and compliant solution content in response to ITT's and RFP's Participation on pre-tender market engagement activity Presenting solutions to clients both formally as part of a bid process and informally in discovery/consultative conversations and as part of market engagement activities Working with and advising our finance team to ensure solutions are properly costed/priced and costs are correctly captured in client financial models and templates. Working closely with our Work Force Management teams to ensure they accurately size and forecast /model the levels of resource required. Focus to include optimal productivity of service solution and ensuring maximum efficiency of solution. Working with the SVP of Business Development to secure executive sign off for proposed solutions/prices as part of the formal bid process Working with the SVP of Business Development to pro-actively manage the Crown Commercial Service (CCS) Framework, and build and maintain relationships with the CCS stakeholder teams Communication Ability to put complex ideas across simply in written, visual (slides) and verbal forms Confident presenter and public speaker Ensuring that current Government policy and compliance requirements are understood and are reflected in all solutions created Responsibility for ongoing market research and engagement with Government to understand future compliance requirements, e.g. Social Value strategy to undertake gap analysis and work with internal Teleperformance stakeholders and SMEs to ensure Teleperformance compliance with required Government policy, strategy and objectives Responsibility for undertaking research and understanding of Government procurement directives e.g. Outsourcing Playbook and how these directives will impact solution design and compliance Responsibility for actively supporting Public Sector growth strategy in the development and identification of potential new market opportunities and solutions / product design as a 'go to market' approach Support and develop PS market engagement and marketing strategy to develop Teleperformance Public Sector media profile and positioning as expert in the provision of PS contact centres and citizen experience Influencing and networking Ability to operate effectively within a B2B client/service provider environment Ability to deliver through others within a project/virtual team environment Ability to build and maintain effective networks - internally and externally Solutions design Ability to identify client needs and requirements and design customer management solutions that address them Ability to identify opportunities for transformation through innovation, analytics and technology and to incorporate these into client proposals Ability to capture and document solution requirements and specifications for the purposes of pricing and delivery planning aligned to client requirements and evaluation criterion Demonstrable knowledge and success of how to structure a solution for customer management services and operations Demonstrable knowledge of formal bid procurement processes and vendor responses e.g. RFI/ITT/RFP/BAFO) Knowledge of project management principles and how these apply to delivery of solution design Ensuring that all aspects of the solution influencing cost, price and margin are fully understood and incorporated into tender responses Technology Knowledge of customer management platforms & applications across voice and non-voice (digital) channels Knowledge of Contact Centre technology infrastructure Aware of and have used transformational tools applied to modern customer contact strategies Customer Management Knowledge of multi-channel customer management solutions - agent & non-agent based Knowledge of how to build customer contact operating models and design of Target Operating Models (in-house or out-sourced) Experience Experience of working on solution design and bids in a BPO contact centre outsourcing environment, specifically with experience of working on Public Sector bid responses Experience of non-voice (webchat, social media engagement etc.) as well as voice customer management operations Strong knowledge of multi-channel customer engagement technologies such as telephony, Social Media and webchat platforms Experience of working with data and customer insight to drive transformational improvements in customer experience Experience of undertaking due diligence analysis of customer provided data and insights to deliver a compliant solution to meet customer needs and to assess level of risk in solution design Excellent written and verbal communications skills with evidence of having authored and presented detailed proposals to clients A strong influencer, able to inspire and motivate clients and stakeholders to buy into innovative and ambitious customer experience management solutions A creative problem solver, able to look at a situation and generate imaginative but realistic and compliant solutions. Experience of working in a highly commercial environment, where you have been directly involved in pricing and P&L decisions in relation to client management and business case development Knowledge, skills and experience - we are looking for: Work Experience At least 5 years of experience in a similar role in an outsourcing environment, ideally working on Public Sector new business opportunities Competencies and Specific Skills Comprehensive computer skills Takes ownership and accountability Commercially minded People focused Achievement driven Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Team player and able to work within close knit team environment Excellent reasoning & judgement Superior leadership skills Self-motivated and can motivate others Strategic and commercial thinker Superior facilitation & presentation skills Continuous improvement mindset 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 You can follow us on: Twitter Facebook ..... click apply for full job details
Desktop Support Engineer Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below. Location: Bristol, hybrid role working both onsite in Bristol and remotely Salary: £25,000 Job Type: Permanent Hours: Full-time 37.5 hours per week. Core hours Monday - Friday, some 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 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 required to possess the skills to troubleshoot hardware and software faults, install and configure new PC's and laptops and ensure we remain compliant with both internal and external security requirements. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. This role offers the flexibility of hybrid working, however applicants will need to be able to work on site in Bristol as a regular requirement of the role. Travel to our other Teleperformance sites within the UK may also be required on occasion. Key Duties Ticket Management of user reported issues, within the Bristol site and work at home users Active Directory management of users and computers Troubleshooting Windows operating system, software and telephony systems Image and maintenance of desktop PC's MDM administration Supporting deployment and update of software Maintaining global security standards Major incident response Experience, skills and knowledge we are looking for: Ability to attain CTC and SC clearance as per UK government requirements and will be required to be a resident of the UK and have been living in the UK for at least the past 3 years for CTC and 5 years for SC clearance Experience and/or Qualifications in an IT field. Experience with Active Directory, MECM, Cisco Networking all desirable. Experience with Windows 10 Experience with MS Office Packages Proven track record of close attention to Service Level Agreements (SLA's) and setting a clear expectation to the customer Ability to maintain a high degree of customer service for all support queries 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 and strong team focus. Requirements (advantageous) Full UK driving license Benefits We believe in providing an inclusive, supportive, and inspiring work environment with monthly recognition awards (and prizes), length of service rewards and genuine career progression opportunities through our internal development programmes. Along with: Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days' year and our Interactive Health and Wellbeing Hub Lifestyle Benefits programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy. Life Assurance Cover & Pension Scheme 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary Refer & Earn Scheme for referring a friend to work for Teleperformance 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 You can follow us on: Twitter Facebook Job Types: Full-time, Permanent Salary: £25,000.00 per year Benefits: Casual dress Company pension Employee discount Referral programme Store discount Wellness programme Work from home Schedule: 8 hour shift Monday to Friday Weekend availability Ability to commute/relocate: Bristol: reliably commute or plan to relocate before starting work (required) Application question(s): For security clearance requirements are you resident in the UK and have been for at least 3 years? Experience: Desktop support: 1 year (preferred) Work authorisation: United Kingdom (required)
24/09/2022
Full time
Desktop Support Engineer Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below. Location: Bristol, hybrid role working both onsite in Bristol and remotely Salary: £25,000 Job Type: Permanent Hours: Full-time 37.5 hours per week. Core hours Monday - Friday, some 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 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 required to possess the skills to troubleshoot hardware and software faults, install and configure new PC's and laptops and ensure we remain compliant with both internal and external security requirements. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. This role offers the flexibility of hybrid working, however applicants will need to be able to work on site in Bristol as a regular requirement of the role. Travel to our other Teleperformance sites within the UK may also be required on occasion. Key Duties Ticket Management of user reported issues, within the Bristol site and work at home users Active Directory management of users and computers Troubleshooting Windows operating system, software and telephony systems Image and maintenance of desktop PC's MDM administration Supporting deployment and update of software Maintaining global security standards Major incident response Experience, skills and knowledge we are looking for: Ability to attain CTC and SC clearance as per UK government requirements and will be required to be a resident of the UK and have been living in the UK for at least the past 3 years for CTC and 5 years for SC clearance Experience and/or Qualifications in an IT field. Experience with Active Directory, MECM, Cisco Networking all desirable. Experience with Windows 10 Experience with MS Office Packages Proven track record of close attention to Service Level Agreements (SLA's) and setting a clear expectation to the customer Ability to maintain a high degree of customer service for all support queries 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 and strong team focus. Requirements (advantageous) Full UK driving license Benefits We believe in providing an inclusive, supportive, and inspiring work environment with monthly recognition awards (and prizes), length of service rewards and genuine career progression opportunities through our internal development programmes. Along with: Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days' year and our Interactive Health and Wellbeing Hub Lifestyle Benefits programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy. Life Assurance Cover & Pension Scheme 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary Refer & Earn Scheme for referring a friend to work for Teleperformance 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 You can follow us on: Twitter Facebook Job Types: Full-time, Permanent Salary: £25,000.00 per year Benefits: Casual dress Company pension Employee discount Referral programme Store discount Wellness programme Work from home Schedule: 8 hour shift Monday to Friday Weekend availability Ability to commute/relocate: Bristol: reliably commute or plan to relocate before starting work (required) Application question(s): For security clearance requirements are you resident in the UK and have been for at least 3 years? Experience: Desktop support: 1 year (preferred) Work authorisation: United Kingdom (required)
Desktop Support Engineer Ensure you read the information regarding this opportunity thoroughly before making an application. Location: Ashby-de-la-Zouch Salary: £25,000 Job Type: 6 month fixed-term contract Hours: Full-time 37.5 hours per week. Core hours Monday - Friday, some 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 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 required to possess the skills to troubleshoot hardware and software faults, install and configure new PC's and laptops and ensure we remain compliant with both internal and external security requirements. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. Key Duties Ticket Management of user reported issues, within the Ashby site and work at home users Active Directory management of users and computers Troubleshooting Windows operating system, software and telephony systems Image and maintenance of desktop PC's MDM administration Supporting deployment and update of software Maintaining global security standards Major incident response Experience, skills and knowledge we are looking for: Ability to attain CTC and SC clearance as per UK government requirements and will be required to be a resident of the UK and have been living in the UK for at least the past 3 years for CTC and 5 years for SC clearance Experience and/or Qualifications in an IT field. Experience with Active Directory, MECM, Cisco Networking all desirable. Experience with Windows 10 Experience with MS Office Packages Proven track record of close attention to Service Level Agreements (SLA's) and setting a clear expectation to the customer Ability to maintain a high degree of customer service for all support queries 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 and strong team focus. Requirements (advantageous) Full UK driving license Benefits We believe in providing an inclusive, supportive, and inspiring work environment with monthly recognition awards (and prizes), length of service rewards and genuine career progression opportunities through our internal development programmes. Along with: Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days' year and our Interactive Health and Wellbeing Hub Lifestyle Benefits programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy. Life Assurance Cover & Pension Scheme 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary Refer & Earn Scheme for referring a friend to work for Teleperformance 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 You can follow us on: Twitter Facebook Job Types: Full-time, Fixed term contract Contract length: 6 months Salary: £25,000.00 per year Benefits: Casual dress Company pension Employee discount On-site parking Referral programme Store discount Wellness programme Schedule: 8 hour shift Monday to Friday Weekend availability Ability to commute/relocate: Ashby-De-La-Zouch: reliably commute or plan to relocate before starting work (preferred) Application question(s): For security clearance requirements are you resident in the UK and have been for at least 3 years? Experience: Desktop support: 1 year (preferred) Work authorisation: United Kingdom (required)
24/09/2022
Full time
Desktop Support Engineer Ensure you read the information regarding this opportunity thoroughly before making an application. Location: Ashby-de-la-Zouch Salary: £25,000 Job Type: 6 month fixed-term contract Hours: Full-time 37.5 hours per week. Core hours Monday - Friday, some 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 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 required to possess the skills to troubleshoot hardware and software faults, install and configure new PC's and laptops and ensure we remain compliant with both internal and external security requirements. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. Key Duties Ticket Management of user reported issues, within the Ashby site and work at home users Active Directory management of users and computers Troubleshooting Windows operating system, software and telephony systems Image and maintenance of desktop PC's MDM administration Supporting deployment and update of software Maintaining global security standards Major incident response Experience, skills and knowledge we are looking for: Ability to attain CTC and SC clearance as per UK government requirements and will be required to be a resident of the UK and have been living in the UK for at least the past 3 years for CTC and 5 years for SC clearance Experience and/or Qualifications in an IT field. Experience with Active Directory, MECM, Cisco Networking all desirable. Experience with Windows 10 Experience with MS Office Packages Proven track record of close attention to Service Level Agreements (SLA's) and setting a clear expectation to the customer Ability to maintain a high degree of customer service for all support queries 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 and strong team focus. Requirements (advantageous) Full UK driving license Benefits We believe in providing an inclusive, supportive, and inspiring work environment with monthly recognition awards (and prizes), length of service rewards and genuine career progression opportunities through our internal development programmes. Along with: Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days' year and our Interactive Health and Wellbeing Hub Lifestyle Benefits programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy. Life Assurance Cover & Pension Scheme 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary Refer & Earn Scheme for referring a friend to work for Teleperformance 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 You can follow us on: Twitter Facebook Job Types: Full-time, Fixed term contract Contract length: 6 months Salary: £25,000.00 per year Benefits: Casual dress Company pension Employee discount On-site parking Referral programme Store discount Wellness programme Schedule: 8 hour shift Monday to Friday Weekend availability Ability to commute/relocate: Ashby-De-La-Zouch: reliably commute or plan to relocate before starting work (preferred) Application question(s): For security clearance requirements are you resident in the UK and have been for at least 3 years? Experience: Desktop support: 1 year (preferred) Work authorisation: United Kingdom (required)