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5 days per week working from our Head Office in Windermere.
Working as a member of Lakeland's IT Service Desk team, you will support all areas of the business to ensure that Lakeland's IT systems are available for intended use. You will provide technical services for incidents or requests.
Hierarchy
Overall purpose of the role
Permanent - 37 hours per week
5 days per week working from our Head Office in Windermere.
As part of Lakeland's IT Service Desk team, your role is to support all business areas, ensuring IT system availability and providing technical incident and request resolution.
Scope of role
Working on a rota, you will log, prioritize, investigate issues, and provide solutions and advice to colleagues to ensure uninterrupted access to Lakeland's systems.
Major accountabilities
1. Deliver 24/7 IT support services in line with SLAs and customer service standards.
2. Own incidents and support queries, ensuring proper logging, management, prioritization, escalation, and resolution.
3. Ensure system availability and manage outages, liaising with third parties as needed.
4. Perform routine tasks and maintain accurate records of these activities.
5. Undertake routine maintenance of IT equipment.
6. Document changes, moves, and additions accurately, following change control policies.
7. Prioritize security and access controls, ensuring compliance with security standards.
8. Build effective cross-functional relationships to enhance customer relations.
9. Advise colleagues on IT and communication systems to maximize their benefits.
Experience and capability requirements
Knowledge/experience:
* Recent experience in an IT support/service desk role.
* Understanding of IT systems such as Windows, Networking, and server support.
* Experience managing multiple priorities under pressure.
* Experience handling critical outages with incident management skills.
* Experience working with third-party service providers.
Capability:
* Strong analytical skills for incident management.
* Ability to communicate effectively with colleagues at all levels.
* Ability to operate under pressure.
* Support on a on-call rota.
* High accuracy, attention to detail, and ownership of incidents.
* Understanding security and access controls.
About us
Founded in the 1960s, Lakeland values quality and customer care. From selling plastic bags to over 4000 products, with stores nationwide and a large dispatch centre, Lakeland continues to grow.
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