IT Support Analyst

About the role

Trainline is looking for an IT Support Analyst to join its Workplace Technology team. You will be the first point of contact for internal users, providing Tier 2 support across a mixed MacOS and Windows environment and ensuring smooth operation of AV/VC equipment in meeting rooms.

Key responsibilities

• Monitor ticket lifecycle, manage workload and produce regular reports.
• Resolve incidents within SLA, collaborate with Tier 3 teams for escalation and technical guidance.
• Perform proactive troubleshooting, diagnostics and root‑cause analysis.
• Process service requests with a strong focus on customer service.
• Engage end‑users via the ITSM ticketing platform, collaboration apps and on‑site Tech Bar.
• Maintain IT asset inventory, oversee hardware refresh, secure disposal and lifecycle management.
• Support seamless onboarding and off‑boarding, including laptop builds, IAM compliance and asset retrieval.
• Provide AV/VC support for meeting rooms, using remote administration tools to monitor health, apply updates and analyse performance.

Required profile

• Customer‑focused attitude with excellent communication skills.
• Experience delivering Tier 2 desktop support in a corporate environment.
• Ability to work collaboratively with cross‑functional teams and follow defined processes.

Required skills

• MacOS desktop support and JAMF Pro management.
• Microsoft Windows operating system support.
• Azure Active Directory and Microsoft Windows Server administration.
• Familiarity with ITSM ticketing platforms.
• Experience with AV/VC equipment and remote administration tools.

What we offer

• Opportunity to work within a fast‑growing, FTSE 250 tech company.
• Collaborative, multicultural environment across multiple European offices.
• Access to cutting‑edge workplace technology and continuous learning.