Service Desk Engineer - 3 month FTC

ALL SAINTS; City of Westminster; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading fashion retailer in London seeks an IT Support Specialist to assist 300 head office users and 160 retail stores. Responsibilities include troubleshooting EPOS systems, maintaining network integrity, and providing excellent customer service. Ideal candidates will be well-versed in POS hardware, remote access solutions, and Windows environments. The role offers extensive benefits including a generous holiday allowance, hybrid working model, and various wellness support programs.

Benefits

Generous wardrobe allowance

25 days holiday, increasing to 28 after 2 years

Access to dental cash plan

Wellbeing support

Hybrid working options

Qualifications

• Excellent knowledge of POS hardware, PCs and MS operating systems.
• Good crisis management skills for IT incidents.
• Understanding of PCI DSS principles.

Responsibilities

• Monitor core network and respond to alerts.
• Support users face-to-face and via telephone.
• Maintain data integrity.

Skills

Windows 10

Mac OSX

Google Workspace

Active directory user administration

EPOS systems

Remote/Secure access & VPN

WAN/LAN Technologies

VoIP telecommunications

Job description

Overview

Reporting directly to the IT Service Desk Manager, the role has a particular focus on supporting the AllSaints Head Office in London and remote EPOS global support to the Retail stores. This is a hands-on role that is responsible for excellent customer service to the circa 300 head office users of AllSaints and 160 Retail stores globally. The role will be based at the London office but may require travel to retail locations and other offices globally on occasions. The role will work closely with Infrastructure teams as well as other IT Functions. You will be required to support users face-to-face and via telephone using tools such as VNC/RDP etc. We don\'t use third parties who will pass on the issues - we do it all ourselves. Excellent knowledge of POS hardware, PC\'s and MS operating systems is vital for you to succeed. You\'ll be ordering replacement equipment when needed direct from vendors, ensuring that it arrives as planned and then talking store staff through the transition. You\'ll arrange the return of faulty kit and ensure it is fixed so it can go back into circulation to serve another day.

Responsibilities

• Working with the IT Service Desk Manager, E-commerce and Development teams to ensure all environments (logistics, corporate and remote access) are operational at all times. This includes ensuring that all areas are updated to approved patching/fixes.
• It is expected that fixes and requirements of the end users will be dealt with in accordance of predefined KPIs and SLA.
• You will be responsible for monitoring core network and alerting Infrastructure teams to any incidents.
• Working with Head of IT Operations, other department heads as well as other staff members/3rd parties in the event of an IT incident occurring. This includes responding to alerts both system and security related and carrying out remedial actions as directed and documented in appropriate incident response procedures and via communication with other Global IT locations.
• Ensuring data integrity is maintained
• You will be expected to have good crisis management skills and be able to manage IT Incidents when necessary to ensure resolution and that stakeholders are kept notified of details and progress throughout.
• You will have an understanding of PCI DSS principles and working practices.

Qualifications / Skills

• Windows 10, 11 and Mac OSX
• Google Workspace
• Active directory user and group administration
• Mobile telephony
• Experience with EPOS systems
• Audio visual and video conference technologies and hardware
• Anti-virus installation and centralised deployment/management tools
• Remote/Secure access & VPN solutions
• WAN/LAN Technologies
• Structured cabling
• Apple devices including Airport, Apple TV
• VoIP telecommunications hardware and administration

Benefits & Culture

• Based in East London Studios in Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.
• A generous wardrobe allowance so that you can wear our beautiful clothes to work each day
• We are a disability committed certified employer
• Employee discount for you to spend with family and friends
• 25 days holiday increasing to 28 days after 2 years continuous service
• Bank holidays, birthdays and volunteering days off
• Access to dental cash plan & free virtual GP appointments through Aviva
• UNUM employee assistance helpline
• Life assurance cover
• Access to discounted gym membership and corporate discounts
• Hybrid working in our historic East London studios, working hours are 9-5.30pm
• Free, confidential, wellbeing and lifestyle support with Retail Trust
• Enhanced family leave benefits (neonatal, fertility, maternity, paternity, adoption, menopause)
• Health days for you to use either for physical or mental wellness
• Dedicated mental health support from our mental health first aiders
• Eye care vouchers, season ticket loans and much more!

#WeAreAllSaints Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand. We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age. Even if you feel you don\'t tick all the boxes, we\'d still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.