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IT Service Desk Engineer

IT - Piccadilly

Contract: Permanent
Salary: Competitive and Benefits

Our Head Office department is located in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

Fortnum & Mason are looking for a Service Desk Engineer to join the Fortnum’s Family! The purpose of this role is to provide 1st and 2nd line systems support for the end users to ensure the smooth day-to-day operation of the business. Working closely with the rest of the support team and Head of Service Delivery to deliver a professional IT Service Desk.

Working closely with the Infrastructure Analysts and Business Systems Analysts to improve and enhance the service level and availability of the systems supported.

Identify and feed back to 3rd line or Application support any issues that require further investigation or that may be an opportunity to improve the systems and service.

Key Accountabilities:

  • The Service Desk Engineer will work as part of the Systems Support team to monitor the call logging system, addressing walk-up and telephone support requests and react to various alerting and monitoring systems. The Service Desk Engineer will provide day-to-day support for all retail/hospitality POS, desktop, server and cloud applications as well as desktop, mobile and POS hardware.
  • The role includes providing support for the retail and hospitality systems on a shift rota basis covering 7 days/week and the store opening hours. Once a sufficient level of competence is achieved, the Service Desk Engineer will assume additional responsibility for providing out-of-hours support as part of a team rota for which an additional allowance is paid.

We expect the successful candidate to have the following skills and experience:

  • Proven experience of working as a Service Desk Engineer for a minimum of 3 years, preferably within the Retail sector
  • Demonstrable experience of the applications listed below that are identified as Essential to the role
  • Can demonstrate extensive experience of working as part of a customer facing support team but also being self-sufficient


  • Microsoft Office (2013/2016/365)
  • Windows Server 2008R2/2012/2016 administration
  • Windows Hyper-V concepts and administration
  • Microsoft Exchange Server 2010/16/Office365 administration
  • LAN / WAN / Wi-Fi / TCP-IP / Firewalls / Routing concepts and admin
  • Incident and problem management

Those who can consistently demonstrate individual initiative within a collaborative team framework, thrive at Fortnum & Mason. If this sounds like you, and you’re ready for the next step in your career, we welcome your application!

• A competitive salary
• A generous store and restaurant discount of up to 40%
• 28 days holidays pro rata (inc. bank holidays) and an extra day off for your birthday
• A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
• A range of opportunities to develop and grow personally and professionally
• Excellent pension scheme