IT Support Analyst

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About the role

About us At Trainline, our purpose is to empower greener travel choices, connecting people and places. https://www.thetrainline.com/terms/sustainability-faqs 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.  Great journeys start with Trainline 🚄  We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels. Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet. We’re a team of more than 1,000 Trainliners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel. Introducing the Workplace Technology team at Trainline 👋 Our Workplace Technology team owns and manages the corporate technology stack of business and workplace solutions, driving innovative, cost efficient, future ways of working. The Tech Support team is a critical part of the Workplace Technology team, ensuring Tier 2 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to Trainline values. The team is principally responsible for end user computing across a MacOS estate, under central management using JAMF Pro, and a Microsoft Windows estate integrated with Azure Active Directory and Microsoft Windows Servers. This is a highly visible team, also providing dedicated AV/VC support for meeting rooms and internal events - ensuring high availability, instilling trust, and enabling a seamless experience to Executive level presenters. As an 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 - Contribution to and maintenance of knowledge management - Promoting teamwork and knowledge sharing - Optimising process efficiency through proposed use of automation, AI & ML - Contribution to audit and compliance reviews (PCI. Internal) Our Tech Stack requires solid experience of 🔑 - 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 Cl