IT Service Desk Analyst

Lakeland Ltd; Windermere; On-site; GBP 25,000 - 32,000; Full time

Job summary

A leading retail company in Windermere is seeking a skilled Service Desk Analyst to join their IT team. The ideal candidate will have at least two years of experience in IT support, strong knowledge of Windows OS, and networking principles. Responsibilities include logging and resolving IT incidents, maintaining system security, and ensuring excellent service delivery. This role offers a competitive salary, pension plan, and generous holiday benefits, contributing to a collaborative and vibrant workplace.

Benefits

Competitive salary

Group personal pension plan

Generous product discounts

29 days’ paid holiday

Qualifications

• Minimum 2 years of experience in IT support.
• Strong understanding of Windows OS and networking principles.
• Clear communication skills essential for teamwork.

Responsibilities

• Log, triage, and resolve IT incidents.
• Perform routine IT maintenance.
• Act as first point of contact for IT support.

Skills

IT support experience

Windows OS

Networking principles

Productivity tools

Server support

Communication skills

Attention to detail

Time management

Problem-solving

Job description

Permanent – 37 hours per week

5 days per week working from our Head Office in Windermere

We’re currently looking for a highly motivated and proactive Service Desk Analyst to join our IT team and help ensure our systems remain effective, secure, and accessible across all areas of the business.

As a Service Desk Analyst, you’ll play a key role in supporting Lakeland’s colleagues by making sure our IT systems are fit for purpose and available when needed. You’ll log and prioritise IT issues, investigate problems, and provide helpful advice and solutions to help our teams function efficiently in their roles.

Drives Business Success

• Deliver consistent performance across all assigned tasks.
• Support the successful delivery of IT projects.

Operational Excellence

• Act as the first point of contact for IT support across the business.
• Log, triage, and resolve incidents or elevate to third-party vendors where required.
• Perform routine IT maintenance and ensure all daily checklists are completed.
• Offer clear, friendly advice on IT and communications systems.
• Monitor and action alerts from IT systems, maintaining system availability and security.
• Ensure accurate documentation for changes, additions, and maintenance.
• Follow backup and security protocols, and escalates concerns appropriately.
• Maintain a clean, safe, and hazard-free working environment.

Being an Ambassador for Lakeland

• Take ownership of issues and follow through to resolution.
• Encourage feedback and actively seek ways to improve service delivery.
• Demonstrate Lakeland’s values through respectful, helpful interactions.
• Build strong working relationships across teams.
• Remain adaptable and proactive to meet changing departmental needs.
• Provide peer training and support where necessary.
• Contribute to a safe, professional, and customer-focused environment.

Essential

• Minimum 2 years of experience in a similar IT support role.
• Strong understanding of Windows OS, networking principles, productivity tools, and server support.
• Clear, confident communication and excellent listening skills.
• High attention to detail and a proactive attitude to learning.
• Capable of prioritising and resolving high-impact (P1) incidents.
• Strong sense of ownership, responsibility, and security awareness.
• Effective time management and ability to work under pressure.
• Adaptable, reliable, and committed to high standards.

Desirable

• Familiarity with Lakeland’s products and systems.
• Experience with omni-channel retail technologies.
• Understanding of integration methods between enterprise systems.

Founded in the early 60s, with the same strong values of quality and customer care now as when we first started. From selling plastic bags for home freezing from the Rayner family garage in Windermere, to over 4000 kitchen and home products today, Lakeland has grown to the extent that we now send out thousands of parcels a day from our Kendal dispatch centre, and we have stores nationwide, stretching from Aberdeen to Exeter, with more in the pipeline.

There are many benefits to being part of the Lakeland team. Other than being part of a huge and happy working family, our colleagues are rewarded with a competitive salary, a group personal pension plan.

There are 29 days’ paid holiday (including bank holidays) and generous discounts on our products. We offer a great retail environment, and the chance to be part of a team who like to work and socialise together.