Senior IT Support Analyst

• Ticket lifecycle management through active dashboard monitoring, workload management and reporting.
• Proactive incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation management.
• Proactive troubleshooting, diagnostics and root cause analysis.
• Progression of Service Requests with a focus on customer service.
• End-user initial engagement through our ITSM ticketing platform, collaboration apps and onsite Tech Bar - the face of Workplace Technology for internal Trainliners.
• IT Asset Management - inventory control, hardware refresh in line with policy, secure disposal compliance, CSIP discipline to mature lifecycle management.
• Seamless on/off-boarding for joiners & leavers: laptop builds, IT inductions, IAM compliance, deprovisioning and timely asset retrieval, driving process efficiencies in collaboration with the People & Workplace stakeholders.
• Meeting room AV/VC support, leveraging remote administration tools to maintain ongoing health of media services solutions - regular checks, updates and performance analytics.
• In-person and remote technical support for internal events.
• Implementation of and adherence to security standards in line with ISO standards.
• Establishing and actively maintaining strong relationships across the wider team, key stakeholders and our Trainline community.
• Promoting teamwork and knowledge sharing.
• Optimising process efficiency through proposed use of automation, AI & ML.
• Contribution to audit and compliance reviews.

• Dynamic and proactive approach to IT Support.
• Exceptional customer service with a focus on Employee Experience.
• Resolve issues efficiently, prioritising business continuity.
• Work autonomously and confidently to agreed practices and procedures.
• Happy to work onsite as determined by business need and priority.
• Demonstrate business acumen resulting in the ability to identify priorities and act accordingly.
• Knowledge of Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks.
• Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH.
• Work on Runbook implementation and development of technical documentation.

Tech Stack

• Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux).
• Mobile Device Management systems, strategies, deployments (JAMF & Intune).
• SaaS applications including M365, Slack and Atlassian products.
• SaaS based solutions and Cloud migration strategies.
• Active Directory & Azure Active Directory.
• Autopilot, Intune and MFA.
• Platform integrations, SSO/SAML.
• Cloud printing solutions.

Private healthcare & dental insurance, generous work-from-abroad policy, 2-for-1 share purchase plan, EV scheme, extra festive time off, family-friendly benefits.

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Now Europe’s number 1 downloaded rail app with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is simple, seamless, eco-friendly and affordable.

We are a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid.