Service Desk Engineer

Trainline

Service Desk Engineer managing operational support incidents and customer queries at Trainline. Collaborating with teams to improve processes and ensure high customer satisfaction in a hybrid work environment.

Posted 7/22/2026full-timeEdinburgh • 🇬🇧 United KingdomMid-LevelSenior💰 £28,000 - £32,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong operational support incident resolution skills while maintaining high customer satisfaction and adherence to SLAs. Proficient in coordinating interdepartmental communications and improving technical support processes within the UK or EU rail industry.

Highest-signal resume keywords

Operational Support Incident ResolutionInterdepartmental CoordinationCustomer Relationship ManagementITSM or CRM Toolset ExperienceSQL Exposure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Time ManagementResolution ManagementDrafting Client Facing DocumentationSQLAPIsKibanaNew RelicPostmanITIL4AGILE Processes

Soft Skills

Interpersonal SkillsProactive Workload ManagementComposure Under PressureProfessionalismConfidence in Client Conversations

Tools & Technologies

Microsoft OfficeITSM ToolsetCRM Toolset

Industry Keywords

UK Rail IndustryEU Rail IndustryCustomer Experience ImprovementTechnical Support Process Improvement

Tech Stack

Tools & technologies

ITSMSQL

About the role

Key responsibilities & impact

Own the resolution of operational support incidents and requests from start to finish, keeping to SLAs and delivering a high standard of customer satisfaction
Coordinate ticket resolution with other teams across Trainline, communicating clearly throughout
Build deep product knowledge so you can answer customer questions confidently and support onboarding and training
Produce bespoke reports for customers, such as invoices and receipts
Take on project work, including ad hoc reporting and coordinating communications with clients and internal teams, for example when system issues need temporary workarounds
Look for ways to improve the customer experience and go beyond the basics of the role
Suggest and help implement new ideas for improving systems and processes
Work with your manager to help define, document and improve the technical support process

Requirements

What you’ll need

Strong time and resolution management skills across a broad range of tasks
The ability to coordinate interdepartmental work through to completion
Confidence leading conversations with a diverse range of clients across different channels of communication
Great interpersonal skills and the ability to build relationships with clients of all seniority levels, whether virtually or in person
A proactive approach to managing your own workload, escalating where needed
Composure and professionalism, even when things get busy
Experience with an ITSM or CRM toolset, and confidence using Microsoft Office
Experience in a service environment, within the UK or EU rail industry
Drafting client facing documentation
Any exposure to SQL, APIs, Kibana, New Relic, Postman, ITIL4
AGILE processes is a bonus

Benefits

Comp & perks

private healthcare & dental insurance
generous work from abroad policy
2-for-1 share purchase plans
EV Scheme to further reduce carbon emissions
extra festive time off
excellent family-friendly benefits
clear career paths
transparent pay bands
personal learning budgets
regular learning days