Digital Support Specialist - London / Hybrid, London, England, United Kingdom

Digital Support Specialist - London / Hybrid

3 Days Old

Digital Support Specialist - London / Hybrid

The Digital Support Specialist plays a critical role in delivering high-quality support for the systems, platforms, and digital services used across RSSB and by external rail industry stakeholders. Acting as first and second-line support, this role balances user-focused troubleshooting with in-depth system and application administration, ensuring a seamless experience across both internal and externally facing applications.

This position combines a broad technical skillset with a service-oriented mindset, supporting not only end-user devices and infrastructure but also enterprise platforms, including Microsoft 365, Entra ID, and Dynamics 365. The role is integral to onboarding and offboarding processes, device and access management, and the administration of collaboration tools such as Teams and SharePoint.

The successful candidate will proactively manage service desk requests, provide insight into recurring issues, and contribute to continuous improvement through collaboration with colleagues, suppliers, and the wider Digital team.

Responsibilities

Provide first and second-line technical support to both internal and external users across hardware, software, applications, and digital services via the service desk, phone, and in-person support.
Support external users of RSSB’s public-facing or industry-specific applications, assisting with account management, system navigation, and technical troubleshooting.
Deliver effective support for Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and associated collaboration tools, ensuring prompt resolution of access, configuration, and performance issues.
Administer and maintain user accounts, permissions, and security groups across Entra ID (Azure Active Directory), Microsoft 365, including Teams and Exchange, as well as internal and external digital platforms, in accordance with access control policies.
Package, test, and release new applications or system updates into production following approved deployment processes.
Provide technical support for meetings and events, including AV setups, hybrid meeting tools, and live-streaming technologies.
Manage and troubleshoot corporate devices (e.g., laptops, tablets, phones), deploying configurations and applications using Microsoft Intune or equivalent mobile device management (MDM) solutions.
Facilitate onboarding and offboarding processes, including device setup, user provisioning, and decommissioning or redeployment of IT assets.
Support asset lifecycle management, including maintenance and compliance with device policies and regulations.
Promote and implement best practices for device security, ensuring endpoint protection, data encryption, and policy compliance.
Identify trends and recurring issues in incidents and service requests to inform problem management processes and propose permanent solutions.
Maintain accurate records of IT incidents, service requests, and changes within the RSSB Service Desk platform, escalating issues as necessary and tracking to resolution.
Build and maintain collaborative relationships with external suppliers, vendors, and business owners to support service delivery.
Proactively monitor the performance and availability of business-critical applications, escalating issues as required under defined Service Level Agreements (SLAs).
Collaborate with Digital and business teams to support project delivery, system rollouts, and service improvements.
Contribute to tender evaluations, technology assessments, and supplier onboarding to support the implementation of new digital solutions.
Share knowledge with colleagues and end-users by creating and maintaining internal documentation and knowledge base articles.

Qualifications

Industry-recognised certifications or demonstrable experience in a relevant field (e.g. Computer Science, CompTIA, Microsoft certifications).
Practical experience with the ITIL framework, particularly incident, problem, and change management.
Proven track record of providing first- and second-line application support and technical troubleshooting, including support for internal and external users.
Experience administering and supporting Microsoft 365 applications (Outlook, SharePoint, Teams, OneDrive), including user access, permissions, and configuration.
Experience with Entra ID (Azure Active Directory), including user provisioning and managing security groups.
Proficient in managing devices using Microsoft Intune or equivalent Mobile Device Management (MDM) tools.
Experience with hardware support and rebuilds (laptops, peripherals, AV equipment), including device commissioning and redeployment.
Experience supporting hybrid work environments, including AV and live-streaming solutions. ]
Familiarity with external-facing platforms or applications, providing support to users outside the organisation.
Ability to create and maintain technical documentation, as well as contribute to a shared knowledge base.
Communicates effectively and shares thoughts and ideas through methods appropriate to the audience.
Adapts and responds positively when embracing new opportunities, changing, and navigating uncertainty.
Actively contributes as part of a team and works towards achieving team goals and outcomes.
Takes responsibility and demonstrates accountability in completing tasks and achieving objectives, actively seeking to resolve problems and identify opportunities.
Committed to customer service and placing customer satisfaction at the heart of our success to ensure we deliver against our shared goals.
Can work collaboratively within an evolving industry, gaining stakeholder confidence through understanding their goals and motivations and demonstrating credibility as an expert.
Makes timely, informed decisions taking account of the benefits and constraints involved.
Experience with Dynamics 365 support and integration with M365, where applicable.
Experience with Power Platform, particularly Power Apps and Power Automate, in a support or administrative capacity.

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
General Business, Information Technology, and Administrative
Industries
Rail Transportation and Professional Services

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