Technical Support Analyst

Job Description

Technical Support Analyst
Salary: £35,593 per year (ML1:SB1)
Hours: 37 per week
Location: York
Role type: Hybrid Introduction People come to Northern for trains they can rely on, but behind the scenes there’s a lot of tech that keeps everything moving. Our finance team depends on smooth, stress-free IT systems to do their best work, and that’s where you come in. As a Technical Support Analyst, you’d be the person colleagues turn to when something isn’t playing ball. You’d help fix issues across hardware, software and day-to-day systems, whether that’s over the phone, by email or in person. Some days you’ll be diving into troubleshooting, other days you’ll be out across the network helping people get back up and running. It’s varied, practical and gives you the chance to make work easier for teams right across Northern. What you’ll be doing • Responding to technical queries from colleagues by phone, email and face-to-face
• Investigating and resolving hardware and software issues
• Offering clear, jargon-free guidance that helps people fix simple problems themselves
• Balancing quick fixes with longer pieces of technical support
• Travelling across the network when needed to resolve issues on site About you Windows, Microsoft Office and a head for troubleshooting – that’s three things you’ll bring. You’ll already have experience supporting users in a busy IT environment, and you’ll be comfortable getting to grips with a range of systems and software. You’ll also bring:
• A logical, methodical approach to problem-solving
• Confidence explaining things in a clear, friendly way
• Flexibility to travel across the network and work from Manchester or York
• A proactive attitude and the curiosity to dig into challenges and find answers Formal IT or ITIL qualifications are helpful but not essential. What matters most is your approach, your people skills and your willingness to learn. What’s in it for you? At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern? We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe – and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey. A place for everyone The best journeys happen when everyone feels welcome on board. At Northern, we don’t just move people from A to B – we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.