IT Service Desk Analyst

Lakeland; Windermere; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent retail business based in Windermere is looking for a dedicated Service Desk Analyst. This role involves supporting IT systems, resolving incidents, and enhancing service delivery. Candidates should have at least 2 years of IT support experience, a deep understanding of Windows OS, and excellent communication skills. You'll join a friendly team and enjoy competitive benefits, including a pension plan and generous discounts. Be part of a dynamic work culture that values quality and customer care.

Benefits

Competitive salary

Group personal pension plan

29 days’ paid holiday

Generous product discounts

Qualifications

• 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.

Responsibilities

• Deliver consistent performance across all assigned tasks.
• Act as the first point of contact for IT support across the business.
• Log, triage, and resolve incidents or elevate to third-party vendors.
• Perform routine IT maintenance and ensure daily checklists are completed.
• Monitor and action alerts from IT systems, maintaining system availability.

Skills

Windows OS

Networking principles

Productivity tools

Server support

Clear communication

Listening skills

Time management

Job description

About the Role

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.

Key Accountabilities

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 elevate 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.

Knowledge, Skills & Experience

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.

About Us

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 despatch centre, and we have stores nationwide, stretching from Aberdeen to Exeter, with more in the pipeline.

Benefits

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