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Senior IT Support Officer (Retail)

Roc Search Limited

Posted on Nov 23, 2022 by Roc Search Limited

London, United Kingdom
Immediate Start
Annual Salary

Role: Senior IT Support (Retail)

London UK- 9am-6pm Monday- Friday

Main responsibilities

  • Supporting Luxury Retailers
  • Support L2 IT incidents and requests for stores and offices (22 stores, 3 offices)
  • Support retail operations (store and office opening/closures, network related projects, new IT implementations for stores)
  • Experience with and keeping IT asset and vendor management up to date.


  • Minimum 8 years of IT experience in the retail industry
  • Managing Projects (small store openings)
  • Fluent in English, strong communications skills
  • Must be a Team player and the ability to work independently
  • Self-starter and proactive
  • Intuitive and able to work issues out without the need to escalate
  • Must be willing to travel around the UK (no driving license required)
  • Travel outside London
  • Strong networking knowledge
  • Strong knowledge troubleshooting Windows/Apple OS incidents
  • Good knowledge troubleshooting IT hardware issues (printers, desktops and laptops)
  • Ability to communicate with senior managers/directors


  • Retail IT operation experience
  • Experience supporting POS systems
  • Experience managing workspace one, ServiceNow, Cisco Meraki, Okta, Active Directory


  • Role will report to Fashion Group IT Manager
  • Full time permanent position
  • Based on multiple London offices

To review workloads and priorities to ensure prompt completion of tasks to a high standard in accordance with organisational policies and guidance.

Accurately report on weekly store activities and outstanding logged calls and plan ahead for following week and working within SLA's.

Being a team player and assisting peers.

Manage incoming user requests, from the various methods of communication (email, phone and in person) to resolve incidents associated with the support of hardware, OS images, applications, and network connectivity. Ensuring these are logged in the helpdesk for KPI purposes.

Document, track and monitor problem resolution ensuring timely resolution and clear communications with user throughout incident/service request life cycle.

Ensure individual tickets and client records are maintained as directed, adhering to required standards for record keeping and Data Protection/GDPR.

To build and maintain onsite documentation/processes and procedures.

Committed to own personal development, seeking opportunities to grow and develop skill sets in accordance with own personal ambitions and organisational need

Execute daily and weekly technical tasks, including various reports and queries, to help monitor and mitigate user issues.

Liaise with other team members/managers to resolve more complex problems, escalating where necessary.

To carry out thorough and detailed weekend hand over and complete all weekend tasks to the best ability.

Reference: 1801780760

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