- Employment
- Contract
- Seniority
- Mid-Level
- Department
- IT & Technology Systems
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- 14, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
Hermès is seeking an IT Helpdesk Engineer for its small, hands-on London IT team, supporting approximately 500 users across nine stores and three offices. The role covers first- and second-line user support, onboarding and offboarding, device deployment, IT asset management and project support, with travel to London stores once or twice weekly and occasional travel outside London. It is a full-time, 18-month fixed-term contract based at the Mayfair head office.
Role & Responsibilities
- Provide first- and second-line support by telephone, remote access and face to face, diagnosing and resolving hardware, software, connectivity and user-access issues.
- Own incidents and requests through to resolution, keep users informed and proactively manage expectations.
- Assess urgency and business impact, prioritise workload and work with the IT Manager to balance the team's workload.
- Escalate issues only after reasonable investigation, providing a clear and useful handover when required.
- Manage IT onboarding and offboarding, including user accounts and access, equipment preparation and collection.
- Configure and deploy laptops, iPhones, printers and other end-user equipment, including MDM enrolment.
- Support device refresh and lifecycle programmes, and maintain accurate ITSM, asset and CMDB records.
- Contribute to team knowledge articles and how-to documentation.
- Support end-user and occasional infrastructure projects, including store openings and moves.
- Identify and report security concerns, including phishing and suspicious activity.
- Assist the IT Manager with service improvements and follow company and wider group IT standards and processes.
Qualifications
- Demonstrated second-line support experience and practical knowledge of Windows 11, Microsoft 365, Active Directory, TCP/IP and Wi-Fi, iPhone and MDM, hardware and software troubleshooting, ITSM and ticketing, IT asset management, and general IT security awareness.
- Practical experience, sound judgement and demonstrated technical capability.
- Able to resolve a broad range of second-line issues without unnecessary escalation.
- Strong user-first approach, with confidence providing face-to-face support and building positive relationships.
- Responsive, reliable and accurate, particularly in user administration, access and equipment handling.
- Excellent verbal and written communication skills and a methodical approach to troubleshooting.
- Able to assess urgency and business impact and make sensible priority decisions.
- Takes genuine ownership of problems rather than simply processing tickets.
- Proactive, with a can-do attitude and the initiative to identify what needs to be done without always waiting for instruction.
- Works effectively as part of a small, collaborative team.
- Must already have the right to work in the UK for full-time employment throughout the entire employment period; visa sponsorship is unavailable.
Skills
Experience
Demonstrated second-line support experience.
Workplace
The successful candidate will be located in London, England, UK.
Explore jobs in England or in the UK.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «IT Support Analyst», «Service Desk Engineer», «IT Support Technician», «Desktop Support Analyst», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.