Service Desk Analyst

Overall purpose of the role

Permanent - 37 hours per week 

5 days per week working from our Head Office in Windermere. 

Working as a member of Lakeland's IT Service Desk team you will be supporting all areas of the business to ensure that Lakeland's IT systems are available for intended use, and will be providing technical services for any related incidents or requests

Scope of role

Working on a rota system, you will be responsible for logging, prioritising and investigating any reported issues alongside providing solutions and advice for colleagues enabling uninterrupted access and use of Lakeland's systems

Major accountabilities of role

1. To deliver round-the-clock IT support services in accordance with agreed business SLA's and to the highest possible levels of customer service

2. Receive and take ownership of incidents and IT support related queries raised by colleagues and partners across the business, ensuring these events are accurately logged, managed, prioritised and tracked to resolution, and where appropriate escalated in line with policy

3. To ensure that all Lakeland's systems are available for intended use and that any service interruption is resolved in line with SLA's and with appropriate prioritisation and escalation, including liaising with 3rd parties to manage any incidents and outages

4. Carry out daily and other routine tasks whilst capturing and maintaining accurate auditing of such tasks

5. Undertake routine maintenance required to keep IT equipment (such as laptops, desktops, printers) and any other equipment in good working condition

6. To ensure all changes, moves and additions (software, hardware and physical) are documented accurately and in line with defined change control policy and within asset registers

7. To place the security and access controls of Lakeland's IT systems at the forefront of all activity thereby ensuring best practice, security standards and areas of compliance are met

8. Building effective working relationships cross-functionally ensuring that IT service has a positive effect on customer relations

9. Provide advice and information to colleagues across the business on the operation of its IT and communications systems to ensure that maximum benefit is gained from their use

Experience and capability requirements

Knowledge/experience:

- Recent experience in an IT support/service desk role

- A fundamental technical understanding and experience of IT systems and solutions such as, but not limited to, Windows Operating systems, Networking concepts and Productivity & Collaborations tools and experience of server support

- Proven experience of prioritising multiple requirements in a pressurised environment

- Proven track record of managing critical outages demonstrating clear incident management skills including prioritisation and communication

- Exposure in a multi-channel retail environment is advantageous

- Proven experience working with 3rd party service providers around incident management

Capability:

- Strong analytical skills and the ability to draw meaningful conclusions and recommendations around incident management

- Can effectively discuss IT systems in a common language with all levels of colleagues

- Can operate under pressure

- Ability to support on call rota system

- A high level of accuracy, attention to detail and conscientiousness

- Ability to take ownership of P1 incidents as required and to act as 'point' in the absence of the Service Delivery Manager, ensuring these are prioritised and tracked to resolution

- Awareness and maturity leading to the consideration of security and access controls of Lakeland's IT systems to be absolutely paramount

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.