IT Support Analyst

Responsibilities

• ▹Ticket lifecycle management through dashboard monitoring, workload management, and reporting
• ▹Proactive incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation
• ▹Proactive troubleshooting, diagnostics, and root cause analysis
• ▹Progression of service requests with a focus on customer service
• ▹End-user engagement through the ITSM ticketing platform, collaboration apps, and the onsite Tech Bar
• ▹IT asset management - inventory control, hardware refresh in line with policy, secure disposal compliance, lifecycle management
• ▹Seamless on/off-boarding for joiners and leavers: laptop builds, IT inductions, IAM compliance, deprovisioning, and asset retrieval
• ▹Meeting room AV/VC support - regular checks, updates, and performance monitoring

About the company

Trainline is Europe's number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, working with 270+ rail and coach companies across 40+ countries. A FTSE 250 company with over 1,000 employees from 50+ nationalities, it has offices in London, Paris, Barcelona, Milan, Edinburgh, and Madrid.