Senior IT Support Analyst

Trainline; City Of London; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Private healthcare

Generous work-from-abroad policy

2-for-1 share purchase plan

Job summary

A leading travel technology company in the UK is seeking a Senior IT Support Analyst to provide exceptional support in a hybrid office environment. Responsibilities include managing ticket lifecycles, providing proactive incident resolutions, and ensuring a seamless experience for internal teams. The ideal candidate is proactive, possesses exceptional IT skills, and focuses on customer service excellence. Attractive benefits and opportunities for career growth are offered.

Qualifications

• Dynamic and proactive approach to IT support.
• Exceptional customer service with a focus on employee experience.
• Knowledge of networks, TCP/IP, DNS, DHCP.

Responsibilities

• Manage ticket lifecycle through dashboard monitoring.
• Resolve incidents within SLA requirements.
• Provide in-person and remote technical support.

Skills

Problem Solving

Exceptional Customer Service

IT Support

Business Acumen

Proactive Approach

Tools

Windows 11

Apple Systems

JAMF

Intune

Active Directory

Job description

About Trainline

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.

Position: Senior IT Support Analyst (Workplace Technology)

Location: London Farringdon Office – 4‑5 days a week on site.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

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

Career Growth

Clear career paths, transparent pay bands, personal learning budgets, regular learning days.

Values

• Think Big – building the future of rail.
• Own It – focus on every customer, partner and journey.
• Travel Together – one team.
• Do Good – positive impact.

Diversity & Inclusion

We know that having a diverse team makes us better and helps us succeed. We are committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

More Information

Check us out on LinkedIn, Instagram and Glassdoor.