IT Support Analyst

Overview

At Landmarc, we support the UK Defence Training Estate (DTE) through reliable, secure, and efficient infrastructure and services. Our IT Service Desk is the frontline of technical support, ensuring our people stay productive and connected. We’re looking for a customer focused, technically skilled IT Support Analyst to join our team.

If you thrive in a fast-paced environment, enjoy solving problems, and want to make a real impact, this could be the role for you.

As an IT Support Analyst, you’ll provide first-line technical support to users across the business, primarily over the phone, but occasionally in person. You’ll troubleshoot issues, manage service requests, and ensure users receive timely, effective solutions.

• Deliver responsive IT support via the Service Desk, using the Halo ITSM tool.
• Diagnose and resolve incidents with a focus on first-call resolution.
• Escalate complex issues to second-line support while keeping users informed.
• Maintain accurate records of incidents, requests, and resolutions.
• Support software license management and asset lifecycle tracking.
• Provide on-site support across regions when required.
• Assist with IT operations reporting and continuous improvement initiatives.
• Contribute to IT refresh projects, device provisioning, and user training.

You’re a confident communicator with a passion for technology and helping others. You’re organised, proactive, and committed to delivering excellent service.

• Strong knowledge of Microsoft Windows 10/11, Office 2016/2019/365.
• Experience supporting IT in a multi-site or hybrid environment.
• Proficiency with ITSM tools (e.g. Halo) and incident/request management.
• Skilled in troubleshooting desktops, laptops, and Android tablets.
• Understanding of IT security best practices (e.g. anti-virus, phishing).
• Experience with software licensing and network connectivity support.
• ITIL v4 Foundation and CompTIA A+ (or equivalent recent certification).

• Experience with Halo, SCCM/MECM, Microsoft InTune.
• Familiarity with Office 365 Admin Portal and Microsoft Volume Licensing.
• VOIP and network printer administration.
• Experience in training users and problem management.

• Communicate clearly and professionally with users and colleagues.
• Work independently and collaboratively within a team.
• Prioritise tasks and meet deadlines in a dynamic environment.
• Apply ITIL principles to improve service delivery.
• Build strong relationships across the business.

• Eligibility for BPSS & SC clearance (current SC desirable).
• UK driving licence (desirable for travel between Landmarc locations).

• Care for yourself and others.
• Integrity in everything we do.
• Customer First
• Commitment to what we promise.
• Pride in our work.

• Live our values every day.
• Build strong relationships with colleagues and customers.
• Give and receive feedback to grow together.
• Embrace flexibility and adapt to change.

Please note that all interview-related correspondence will be sent via email. We recommend regularly checking your inbox, including your junk folder.

Join Landmarc and enjoy a competitive salary plus outstanding benefits!

At Landmarc, we value our employees and offer a range of benefits designed to support your well-being, career growth, and work-life balance. Highlights include:

• Pension:
  Join our stakeholder pension scheme, with contributions of up to 8% of your salary from Landmarc.
• Generous Holiday Entitlement: 25 days of annual leave pro-rata; holiday allowance grows with service; option to purchase up to 10 additional days per year.
• Other Benefits:
  Edenred Savings Scheme, Annual Salary Review, Life Assurance, Health Cash Plan, Professional Development, Family-Friendly Policies, Sick Pay (after 6 months).

Landmarc provides the support services that enable Armed Forces from around the world to prepare for frontline military operations across the UK Defence Training Estate (DTE). We maintain and deliver safe and sustainable infrastructure, manage training areas and ranges, and deliver multi-million pound projects to improve vital training assets. We are the first and only Special Purpose Vehicle contracted by the MOD as their Industry Partner on the UK DTE, delivering essential support services since 2003.

Attached documents (e.g., Role Profile - IT Support Analyst - V1.3 - Oct ) are not required for the core role description and can be removed in the final posting.