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.

AS AN SENIOR IT SUPPORT ANALYST AT TRAINLINE, YOU WILL BE RESPONSIBLE FOR…

• 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. You’re the face of Workplace Technology for our internal Trainliners!
• IT Asset Management - inventory control leveraging supporting toolsets, h/w 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