Service Desk Engineer - 3 Month FTC

ALLSAINTS; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading fashion retailer in London is seeking an IT support specialist to provide exceptional service to head office and retail store users. This hands-on role involves troubleshooting, monitoring systems, and ensuring operational efficiency across locations. Ideal candidates will possess strong knowledge of various IT systems, including EPOS and remote access solutions, and demonstrate excellent customer service skills. This role offers a hybrid working option with perks from local businesses.

Benefits

Discounts on food and shopping

Health and beauty benefits

Qualifications

• Experience with Windows 10, 11 and Mac OSX.
• Knowledge of Google Workspace and Active Directory.
• Experience with EPOS systems and AV technologies.

Responsibilities

• Support circa 300 head office users and 160 retail stores.
• Ensure all IT environments are operational and maintained.
• Monitor network and alert Infrastructure teams to incidents.

Skills

Windows 10

Mac OSX

Google Workspace

Active directory user and group administration

EPOS systems

Audio visual and video conference technologies

Anti-virus installation

Remote access & VPN solutions

WAN/LAN Technologies

Structured cabling

VoIP telecommunications hardware

Job description

Overview

THE ALLSAINTS TEAM

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you. We're a global brand made up of a diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards. We are a brand embarking on an exciting plan and seeking new team members who want to contribute.

We stand for:

The Customer is the Boss — We work as one proud team to get the best for our customers.

One Team — We are joined up and encourage others to share their ideas.

We Do What We Say We Will — We know our goals, and we work with clear outcomes in mind.

We Are Responsible — We are self aware, understand the impact we have on others and are positive about the future.

The Role

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 occasion. 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, PCs and MS operating systems is vital. You’ll order replacement equipment when needed direct from vendors, ensure it arrives as planned, and then talk 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.

What Will I Be Doing?

• 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.
• Fixes and requirements of the end users should be dealt with in accordance with predefined KPIs and SLA.
• Responsible for monitoring core network and alerting Infrastructure teams to any incidents.
• Work with Head of IT Operations, other department heads as well as other staff members/3rd parties in the event of an IT incident. 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.
• Maintain good crisis management skills and manage IT Incidents when necessary to ensure resolution and that stakeholders are kept notified of details and progress throughout.
• Understanding PCI DSS principles and working practices.

About the Location

Based in our East London Studios in vibrant 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.

What Skills Do I Need?

• 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

#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.

If you need any support or adjustments during your application, please get in touch with us and we are happy to help.

#LI-Hybrid