Description
We are seeking an IT Support Analyst to join our Workplace Technology team at Trainline. As an IT Support Analyst, you will be responsible for delivering high-quality technical support services to our employees. Your main responsibilities will include:
- Managing the ticket lifecycle through active dashboard monitoring, workload management, and reporting
- Proactively resolving incidents within SLA, working closely with Tier 3 teams for technical direction and escalation management
- Conducting proactive troubleshooting, diagnostics, and root cause analysis
- Progressing Service Requests with a focus on customer service
- Providing end-user initial engagement through our ITSM ticketing platform, collaboration apps, and onsite Tech Bar
- Managing IT assets, including inventory control, hardware refresh, and secure disposal compliance
- Ensuring seamless on/off-boarding for joiners and leavers, including laptop builds, IT inductions, and IAM compliance
- Providing meeting room AV/VC support and maintaining the health of media services solutions
- Implementing and adhering to security standards in line with ISO standards
- Establishing and maintaining strong relationships across the wider team, key stakeholders, and our Trainline community
- Contributing to and maintaining knowledge management
- Promoting teamwork and knowledge sharing
- Optimising process efficiency through proposed use of automation, AI & ML
- Contributing to audit and compliance reviews
Our tech stack requires solid experience in:
- Windows 11 and Apple ecosystem in an enterprise environment
- Mobile Device Management systems, strategies, and deployments (JAMF & Intune)
- SaaS applications, including M365, Slack, and Atlassian products
- SaaS-based solutions and Cloud migration strategies
- Active Directory & Azure Active Directory
- PCI-DSS, ISO 20071 & IT Governance
- Networks, TCP/IP, DNS, DHCP, including LAN, WAN, and wireless networks
- Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH
- Security tools and best practices
- Runbook implementation and development of technical documentation
- ITSM ticketing toolsets, lifecycle ticket management & associated reporting
- Video Conferencing solutions and associated hardware/software
- Modern workplace solutions such as Autopilot, InTune, and MFA
- Platform integrations, SSO/SAML
- Cloud printing solutions
We offer a range of benefits, including:
- Base Salary £40K – £50K
- Private healthcare & dental insurance
- Generous work from abroad policy
- 2-for-1 share purchase plans
- An EV Scheme to further reduce carbon emissions
- Extra festive time off
- Excellent family-friendly benefits
If you have a dynamic and proactive approach to IT Support, exhibit exceptional customer service with a focus on Employee Experience, and resolve issues efficiently, we would love to hear from you!