• Service Desk Engineer

    Location UK-Larkfield
    Posted Date 6 days ago(07/12/2018 16:12)
    Job ID
    # of Openings
    Store Name
    DC - Larkfield

    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 Larkfield Distribution Centre but may require travel to retail locations and other offices 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 email/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 survive. 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.


    Summary being:


    • Working with the IT Service Desk Manager and the 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 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


    • Windows 7, 8 and 10 and Mac OSX
    • Google corporate mail and Google Admin Console
    • Service Desk call logging software (e.g. Zendesk)
    • Active Directory user and group administration
    • EPOS systems experience
    • Mobile Telephony (IOS and Android)
    • Audio Visual and Video Conference technologies and hardware
    • Anti-virus installation and centralised deployment/management tools
    • Remote/Secure access & VPN solutions
    • WAN/LAN and WiFi Technologies
    • VOIP telecommunications hardware and administration (e.g. Mitel)
    • Systems Monitoring tools (e.g. Zabbix, PRTG)


    Soft skills:


    • Detail and task oriented individual.
    • Quick minded and strong communication skills.
    • Enthusiastic & self-motivated with a can-do attitude who thrives in a fast paced environment.
    • Engaging and able to quickly generate confidence in key relationships.
    • Ability to work well both individually and within a team.
    • Flexible working due to business needs and occasional travel to our other stores/offices.


    Founded in 1994, AllSaints has built an international team that includes some of the best global creative talent, imbued with a winning combination of business and design thinking.

    The brand’s constant obsession is to deliver an immersive experience to our international customer base in a way that embraces each unique culture. AllSaints is proud of the fact that every aspect of the brand is curated in-house, from store design and construction to the East London based coding team, making AllSaints a truly agile business working with pace and integrity.


    The IT Operations Department has been in place since 2007 and has grown along with the business as a whole.  The team’s mission is to provide excellent service and support to end users both in our Retail Outlets and Office locations. Beyond this we scope and design the tools that they use, ensuring that what we offer is what they need.  We treat AllSaints as our customer and consideration to the impact of the IT systems we provide is paramount in our mindsets.


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