At a Glance
- Tasks: Manage IT support tickets, troubleshoot issues, and enhance employee experience.
- Company: Join Trainline, Europe's top rail app, committed to sustainable travel.
- Benefits: Enjoy private healthcare, flexible work options, and generous time off.
- Other info: Great career growth opportunities in a diverse and inclusive environment.
- Why this job: Be part of a dynamic team making travel simple and eco-friendly.
- Qualifications: Proactive IT support skills and a passion for customer service.
The predicted salary is between 36000 - 60000 £ per year.
About Trainline: 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. Now Europe's number 1 downloaded rail app with over 125 million monthly visits and £5.9 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 simple, seamless, eco‐friendly and affordable. We are 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.
Position: Senior IT Support Analyst (Workplace Technology)
Location: London Farringdon Office – 4‐5 days a week on site.
Responsibilities:
- 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 – the face of Workplace Technology for internal Trainliners.
- IT Asset Management – inventory control, hardware 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.
Qualifications:
- Dynamic and proactive approach to IT Support.
- Exceptional customer service with a focus on Employee Experience.
- Resolve issues efficiently, prioritising business continuity.
- Work autonomously and confidently to agreed practices and procedures.
- Happy to work onsite as determined by business need and priority.
- Demonstrate business acumen resulting in the ability to identify priorities and act accordingly.
- Knowledge of Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks.
- Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH.
Tech Stack:
- Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux).
- Mobile Device Management systems, strategies, deployments (JAMF & Intune).
- SaaS applications including M365, Slack and Atlassian products.
- SaaS based solutions and Cloud migration strategies.
- Active Directory & Azure Active Directory.
- Autopilot, Intune and MFA.
- Platform integrations, SSO/SAML.
- Cloud printing solutions.
Benefits:
- Private healthcare & dental insurance, generous work‐from‐abroad policy, 2‐for‐1 share purchase plan, EV scheme, extra festive time off, family‐friendly benefits.
Career Growth:
- Clear career paths, transparent pay bands, personal learning budgets, regular learning days.
Values:
- Think Big – building the future of rail.
- Own It – focus on every customer, partner and journey.
- Travel Together – one team.
- Do Good – positive impact.
Diversity & Inclusion:
We know that having a diverse team makes us better and helps us succeed. We are committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
More Information: Check us out on LinkedIn, Instagram and Glassdoor.
Senior IT Support Analyst in London employer: Trainline
Trainline is an exceptional employer that fosters a dynamic work culture where innovation and collaboration thrive. With a strong focus on employee growth, the company offers numerous opportunities for professional development and engagement in meaningful projects that drive organisational transformation. Located in a vibrant environment, Trainline supports a healthy work-life balance and encourages its employees to embrace new ways of working, making it an attractive place for those seeking rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Support Analyst in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Trainline values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Trainline might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Trainline!
✨Direct Apply to Trainline
Let's not forget to apply directly through the Trainline website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior IT Support Analyst in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Trainline.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Trainline. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Trainline
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
