Service Desk Engineer

Trainline; Easter Howgate; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Private healthcare

Dental insurance

Work from abroad policy

-share purchase plans

EV Scheme

Festive time off

Family-friendly benefits

Job summary

Trainline is hiring a Service Desk Engineer to join the Trainline Partner Solutions Support Team. The role focuses on owning incident resolutions, coordinating across teams, and building product knowledge to assist customers and onboard new users.

You will generate bespoke reports, participate in ad hoc projects, and drive improvements to the customer experience. A hybrid working model applies with a 60% office expectation and a domestic, UK-wide remit.

Qualifications

• Strong time and resolution management across a broad range of tasks.
• Ability to coordinate interdepartmental work through to completion.
• Confidence leading conversations with a diverse range of clients across channels.
• Great interpersonal skills and the ability to build relationships with clients of all seniority levels.
• Proactive approach to managing your own workload, escalating where needed.
• Composure and professionalism, even when things get busy.
• Experience with an ITSM or CRM toolset, and confidence using Microsoft Office.

Responsibilities

• Own the resolution of operational support incidents and requests from start to finish, keeping to SLAs and delivering a high standard of customer satisfaction.
• Coordinate ticket resolution with other teams across Trainline, communicating clearly throughout.
• Build deep product knowledge so you can answer customer questions confidently and support onboarding and training.
• Produce bespoke reports for customers, such as invoices and receipts.
• Take on project work, including ad hoc reporting and coordinating communications with clients and internal teams, for example when system issues need temporary workarounds.
• Look for ways to improve the customer experience and go beyond the basics of the role.
• Suggest and help implement new ideas for improving systems and processes.
• Work with your manager to help define, document and improve the technical support process.

Skills

Time management

Resolution management

Interdepartmental coordination

Client communication

Interpersonal skills

Proactive workload management

Calm under pressure

ITSM/CRM experience

Microsoft Office

Tools

ITSM tools

CRM tools

Microsoft Office

Job description

About us

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.

Great journeys start with Trainline

Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 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 as simple, seamless, eco‑friendly and affordable as it should be.

Today, we’re 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. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.

Introducing the Trainline Partner Solutions Support Team

Our TPS Support team is the first point of contact for anyone experiencing an issue with Trainline systems, whether that’s an internal colleague or an external customer. We provide a comprehensive enquiry and information service, working through a broad range of technical issues while keeping our Service Level Agreements and customer satisfaction front of mind. This role exists to make sure every query, incident and request gets resolved quickly, clearly and with a genuinely customer‑first attitude.

You’ll work closely with teams across Trainline to coordinate resolutions, and you’ll become a go‑to expert on our products so you can support, train and onboard customers with confidence. You’ll also have real input into how we improve our processes, helping to shape a support function that keeps getting better.

In this role as the Service Desk Engineer, you will…

• Own the resolution of operational support incidents and requests from start to finish, keeping to SLAs and delivering a high standard of customer satisfaction

• Coordinate ticket resolution with other teams across Trainline, communicating clearly throughout

• Build deep product knowledge so you can answer customer questions confidently and support onboarding and training

• Produce bespoke reports for customers, such as invoices and receipts

• Take on project work, including ad hoc reporting and coordinating communications with clients and internal teams, for example when system issues need temporary workarounds

• Look for ways to improve the customer experience and go beyond the basics of the role

• Suggest and help implement new ideas for improving systems and processes

• Work with your manager to help define, document and improve the technical support process

We’d love to hear from you if you have…

• Strong time and resolution management skills across a broad range of tasks

• The ability to coordinate interdepartmental work through to completion

• Confidence leading conversations with a diverse range of clients across different channels of communication

• Great interpersonal skills and the ability to build relationships with clients of all seniority levels, whether virtually or in person

• A proactive approach to managing your own workload, escalating where needed

• Composure and professionalism, even when things get busy

• Experience with an ITSM or CRM toolset, and confidence using Microsoft Office

• It would also be helpful if you have experience in:

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

We’re operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12‑week period. We also have a 28‑day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

• Think Big - We’re building the future of rail

• Own It - We focus on every customer, partner and journey

• Travel Together - We’re one team

• Do Good - We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That’s why we’re committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it’s like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!