IT Service Desk Engineer & Applications Manager

Job Description

IT Service Desk Engineer & Applications Manager

Department: Information Technology

Reporting: CFOO

Location: London

Contract: 12-month fixed-term contract, with the possibility of reviewing the position based on business needs at the end of the term.

About the Role

We are looking for a proactive and technically capable IT Service Desk Engineer & Applications Engineer to support and enhance our core business systems across Head Office and our retail operations.

This role is responsible for maintaining and improving key business applications, including Brightpearl, Shopify, PLM, Microsoft 365, and other integrated systems, ensuring they operate effectively to support business growth and operational efficiency.

Working closely with Finance, Operations, Product Development, Logistics, Retail, Wholesale and E-commerce teams, you will troubleshoot technical issues, deliver system improvements, manage integrations, and identify opportunities to automate processes and enhance data quality.

This is an excellent opportunity for someone who enjoys solving technical and business challenges and wants to play a key role in the company's digital transformation.

Key Responsibilities

IT Support & Service Delivery

• Provide first and second-line IT support to Head Office and retail stores, ensuring a high level of customer service.

• Diagnose, troubleshoot and resolve hardware, software and network issues across the business.

• Manage incidents and service requests through to resolution, ensuring clear ownership and communication throughout.

• Support Windows operating systems, Microsoft 365, Google Workspace, Active Directory/Entra ID, printers, mobile devices and networking.

• Support retail technology including EPOS systems, payment terminals, scanners, label printers and store infrastructure.

• Build, configure and deploy laptops, desktops and mobile devices for new starters and existing users.

• Maintain accurate documentation, knowledge base articles and standard operating procedures.

Business Systems & Applications

• Act as the first point of contact for business applications, including Brightpearl, Shopify, PLM, Microsoft 365, WMS and other core business systems .

• Support users across Finance, Operations, Product Development, Wholesale, Retail and E-commerce.

• Troubleshoot application issues and work with third-party vendors to resolve complex technical problems.

• Manage user access, permissions and security across business applications.

• Assist with system configuration, testing and deployment of new features and releases.

• Act as the first point of contact for business applications, including Brightpearl, Shopify, PLM, Microsoft 365, WMS and other core business systems .

• Support users across Finance, Operations, Product Development, Wholesale, Retail and E-commerce.

• Troubleshoot application issues and work with third-party vendors to resolve complex technical problems.

• Manage user access, permissions and security across business applications.

• Assist with system configuration, testing and deployment of new features and releases.

Systems Development & Continuous Improvement

• Identify opportunities to improve business processes through technology and automation.

• Gather business requirements from stakeholders and recommend system enhancements.

• Support the implementation of new systems, integrations and digital transformation initiatives.

• Participate in User Acceptance Testing (UAT) and ensure solutions meet business requirements.

• Develop and maintain system documentation, process maps and training materials.

Systems Integration

• Support and monitor integrations between Shopify, Brightpearl, PLM, WMS, Microsoft 365 and other business applications .

• Assist in diagnosing data flow, interface and integration issues.

• Work with external software providers and implementation partners to deliver enhancements and system improvements.

Project Support

• Support IT and business transformation projects from planning through to implementation.

• Coordinate system upgrades, software deployments and change requests.

• Contribute to the successful delivery of technology projects on time and within budget.

We Would Like To Meet Someone Who Is
We’re not looking for someone who has memorised definitions — we want someone who can break down and solve problems logically.

Technical Skills (Core Requirements)

• Minimum 4+ years in a Service Desk / Desktop Support role

• Strong working knowledge of:

• Microsoft 365 and google (Exchange, Outlook, Teams issues)

• Basic networking concepts and troubleshooting

• DNS, DHCP, IP addressing, VPNs

• Experience diagnosing issues such as:

• User can’t access a system, where do you start?”

• Device connected to Wi-Fi but no internet”

• Outlook not syncing or sending emails”
  

Technical Mindset (What Sets You Apart)

• Able to explain how things work (not just what they are)

• Comfortable troubleshooting step-by-step:

• Identifying symptoms

• Testing hypotheses

• Isolating root cause

• Understands when to go deeper vs escalate

• Curious and proactive — not reliant on scripts
  

Desirable (Not Essential, But Strong Advantage)

• Experience in a retail or multi-site environment

• Exposure to:

• Azure / Entra ID

• Endpoint management (Intune, SCCM)

• EPOS or store systems

• Basic PowerShell or scripting knowledge

• Experience working with fresh service tools (e.g. Jira, ServiceNow)

Benefits

• Competitive salary and benefits package

• 5 days in London based office

• Holiday allowance

• Pension scheme