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. 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.
Excellent knowledge of POS hardware, PC's and MS operating systems is essential in this role. 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.
WHAT WILL I BE DOING?
- Working with the IT 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 with predefined KPIs and SLA
- You will be responsible for monitoring core networks and alerting infrastructure teams to any incidents
- Working with other department heads as well as other staff members/3rd parties in the event of an IT incident occurring
- 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
- 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