IT Support Analyst

<p style="min-height:1.5em"><strong>About us</strong></p><p style="min-height:1.5em">At Trainline, our purpose is to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.thetrainline.com/terms/sustainability-faqs">empower greener travel choices, connecting people and places.</a> 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. </p><p style="min-height:1.5em"><strong>Great journeys start with Trainline 🚄 </strong></p><p style="min-height:1.5em">We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels.</p><p style="min-height:1.5em">Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet.</p><p style="min-height:1.5em">We’re a team of more than 1,000 Trainliners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel.</p><p style="min-height:1.5em"><strong>Introducing the Workplace Technology team at Trainline 👋 </strong> <br /> <br />Our Workplace Technology team owns and manages the corporate technology stack of business and workplace solutions, driving innovative, cost efficient, future ways of working.</p><p style="min-height:1.5em">The Tech Support team is a critical part of the Workplace Technology team, ensuring Tier 2 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to Trainline values.</p><p style="min-height:1.5em">The team is principally responsible for end user computing across a MacOS estate, under central management using JAMF Pro, and a Microsoft Windows estate integrated with Azure Active Directory and Microsoft Windows Servers. This is a highly visible team, also providing dedicated AV/VC support for meeting rooms and internal events - ensuring high availability, instilling trust, and enabling a seamless experience to Executive level presenters.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>As an IT Support Analyst at Trainline, you will be responsible for... </strong>🚝</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Ticket lifecycle management through active dashboard monitoring, workload management and reporting</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Proactive Incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation management</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Proactive troubleshooting, diagnostics and root cause analysis</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Progression of Service Requests with a focus on customer service</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">End-user initial engagement through our ITSM ticketing platform, collaboration apps and onsite Tech Bar. You’re the face of Workplace Technology for our internal Trainliners!</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">IT Asset Management - inventory control leveraging supporting toolsets, h/w refresh in line with policy, secure disposal compliance, CSIP discipline to mature lifecycle management</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Seamless on/off-boarding for joiners &amp; leavers: laptop builds, IT inductions, IAM compliance, deprovisioning and timely asset retrieval, driving process efficiencies in collaboration with the People &amp; Workplace stakeholders</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Meeting room AV/VC support, leveraging remote administration tools to maintain ongoing health of media services solutions – regular checks, updates and performance analytics</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">In-person and remote technical support for internal events</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Implementation of and adherence to security standards in line with ISO standards</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Establishing and actively maintaining strong relationships across the wider team, key stakeholders and our Trainline community</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Contribution to and maintenance of knowledge management</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Promoting teamwork and knowledge sharing</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Optimising process efficiency through proposed use of automation, AI &amp; ML</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Contribution to audit and compliance reviews (PCI. Internal)</p><p style="min-height:1.5em"></p></li></ul><p style="min-height:1.5em"><strong>Our Tech Stack requires solid experience of </strong>🔑</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android &amp; Linux)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Mobile Device Management systems, strategies, deployments (JAMF &amp; Intune)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">SaaS applications including M365, Slack and Atlassian products</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">SaaS based solutions and Cloud migration strategies</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Active Directory &amp; Azure Active Directory</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">PCI-DSS, ISO 20071 &amp; IT Governance</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Basic understanding of Windows Command Line/PowerShell &amp; Apple Scripting/BASH</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Security tools and best practices</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Runbook implementation and development of technical documentation</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">ITSM ticketing toolsets, lifecycle ticket management &amp; associated reporting</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Video Conferencing solutions and associated hardware / software</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Modern workplace solutions such as Autopilot, InTune and MFA</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Platform integrations, SSO/SAML</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Cloud printing solutions </p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Desirable certifications:</strong> </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Apple certifications for MacOS such as ACSP (ACTC), JAMF 100</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">CompTIA A+ </p><p style="min-height:1.5em"></p></li></ul><p style="min-height:1.5em"><strong>We'd love to hear from you if you... 🔍</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">have a dynamic and proactive approach to IT Support</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">exhibit exceptional customer service with a focus on Employee Experience</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">resolve issues efficiently, prioritising business continuity</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">work autonomously and confidently to agreed practices and procedures</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">are happy to work onsite as determined by business need and priority</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">demonstrate business acumen resulting in the ability to identify priorities and act accordingly</p></li></ul><p style="min-height:1.5em">If you love working in IT, are comfortable working with all levels of the organisation and are highly self-motivated, this could be the role for you! </p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>The interview process </strong>🚉</p><ol style="min-height:1.5em"><li><p style="min-height:1.5em">Recruiter Call</p></li></ol><ol style="min-height:1.5em" start="2"><li><p style="min-height:1.5em">Competency based interview with 2x Engineers (45 mins)</p></li></ol><ol style="min-height:1.5em" start="3"><li><p style="min-height:1.5em">Panel interview with key Workplace Technology stakeholders (30 mins)</p></li></ol><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Please Note: This role is onsite with 4-5 days requirement in our London Farringdon Office.</strong></p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>More information:</strong></p><p style="min-height:1.5em">Enjoy fantastic perks like private healthcare &amp; 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. </p><p style="min-height:1.5em">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! </p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: </p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">💭 <strong>Think Big</strong> - We're building the future of rail </p></li><li><p style="min-height:1.5em">✔️ <strong>Own It </strong>- We focus on every customer, partner and journey </p></li><li><p style="min-height:1.5em">🤝 <strong> Travel Together</strong> - We're one team </p></li><li><p style="min-height:1.5em">♻️<strong> Do Good</strong> - We make a positive impact </p></li></ul><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">Interested in finding out more about what it's like to work at Trainline? Why not check us out on <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/company/trainline/">LinkedIn</a>, <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.instagram.com/lifeattrainline/">Instagram</a> and <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.glassdoor.co.uk/Overview/Working-at-Trainline-EI_IE249203.11,20.htm">Glassdoor</a>! </p><hr><p>Compensation: £40K</p><ul><li> • Base Salary £40K</li></ul><p>Find <a href="https://www.arbeitnow.co.uk">Jobs in United Kingdom</a> on Arbeitnow</a>