Role Overview
The IT Support Analyst will be responsible for ticket lifecycle management, proactive incident resolution within SLA, proactive troubleshooting, progression of service requests, end-user engagement, IT asset management, onboarding/offboarding, and meeting room AV/VC support.
About Trainline
At Trainline, our purpose is to empower greener travel choices, connecting people and places. 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.
Key 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
- IT Asset Management - inventory control leveraging supporting toolsets, h/w refresh in line with policy, secure disposal compliance
Requirements & Eligibility
- Windows 11 and Apple ecosystem in an enterprise environment
- 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
- PCI-DSS, ISO 20071 & IT Governance
Interview Process
Recruiter Call -> Competency based interview with 2x Engineers (45 mins) -> Panel interview with key Workplace Technology stakeholders (30 mins)
Required Skills & Tech
WindowsMacOSJAMFIntuneM365