Service Desk Engineer - FTC

About us

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 as simple, seamless, eco-friendly and affordable as it should be.

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Train liners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.

This role is a 6 Month Fixed Term Contract based in our Edinburgh office

• To provide a comprehensive and in-depth enquiry and information service for both internal and external partner contacts.
• To manage a broad range of technical solutions in line with TPS business Service Levels and expectations.
• To promote Trainline as a customer focused organisation through our core values

• Own the knowledge and solution centre for TPS Service Desk implied partner Agent support.
• Complete skill gap analysis on Service Desk for EU carrier and deliver the training to meet those gaps
• Complete an overhaul of EU partner Agent support training material for desk, ensuring fit for purpose documentation.
• Continually striving to improve the customer experience and satisfaction by going above and beyond.
• Come up with new ideas to improve systems and processes so that Trainline can continually improve the service it provides.
• Work with your manager to ensure the technical support process is defined, where necessary improved, documented, communicated and followed.
• To provide support and assistance to other team members by way of flexibility to ensure the Service Desk is fully resourced from 8am-6pm.
• To report any discrepancies regarding information or system faults in line with operational procedures.
• To be fully compliant and data protection policy.

• Competency in using ITSM/CRM toolset.
• EU carrier experience particularly French/Spanish/Italian
• Ability to coordinate interdepartmental tasks to completion.
• Comfortable leading conversations with a broad range of stakeholders.
• Demonstrate good time and resolution management of a broad range of tasks.
• Ability to proactively maintain workload and elevate as appropriate.
• Able to maintain composure and deliver a professional service at all times
• Great interpersonal skills and the ability to work with clients virtually or face to face of all seniority levels to drive resolution.
• Team player who can manage their own work load.
• Ability to maintain, update and interrogate records quickly and accurately
• Experience of EU rail industry

• Proven experience within a service environment.
• Experience of drafting and composing written responses to enquiries.
• Experience in creating client facing documentation and guides.
• Experience working with API
• Experience with Kibana, New Relic or Postman.
• Knowledge of AGILE processes.

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

We operate a hybrid model to work and ask that Train liners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

• 💭
  Think Big - We're building the future of rail
• ✔️
  Own It - We focus on every customer, partner and journey
• 🤝
  Travel Together - We're one team
• ♻️
  Do Good - We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on Linked In, Instagram and Glassdoor!