IT Infrastructure Analyst (End User Computing)

Job title - IT Infrastructure Analyst (End User Computing)

Job Reference Number - 1368

Salary – Circa 42k plus TFL Benefits                                      

Contract Type – TfL Permanent x 4 roles
Location – TFL sites such as Palestra, Endeavour Square, Pier Walk and other Customer sites in London, with hybrid working (subject to business requirements)

Application closing date – Sunday,13th July 2025 @ 23:59

Job Purpose

TfL does not just cover Tubes and Buses but also Roads, Cycle Lanes, Emissions, and River Buses just to name a few. Created in 2000 by the Greater London Authority, TfL runs the capital’s tube, rail and bus networks and has over 31,000 employees.

Working within the End User Computing as an Infrastructure Analyst, you will be accountable for meeting the team’s overall objectives across many technologies, platforms, tools, services, applications and End User Computing devices, supporting multiple workstreams across BAU and Projects, providing a first-class service to our customers and end users.

You will require excellent analytical and interpersonal skills, supporting our end users both remotely and face to face, across a range of complex incidents, as well as tenacity to see a job through to a successful conclusion, keeping the customer at the heart of your actions.

About the role

The Infrastructure Analyst is accountable for supporting TfL Applications and End User Computing devices. Your role will include: 

• Coordinating with other areas within Technology and Data (T&D), both technical and service orientated to facilitate service delivery within committed timelines.
• Working with third party suppliers that have been selected to deliver elements of the infrastructure components that integrate into the TfL technology stack.
• Working closely with and under the direction of the EUC Infrastructure Managers to support, manage and maintain TfL’s IT infrastructure.
• Ensuring an excellent standard of response to and resolving incidents raised by staff pan-TfL in a timely and professional manner, using our internal ITSM system. 
• To assist colleagues in the wider EUC team in dealing with peaks in workload in the IT service/support area where necessary and be accountable for supporting the delivery of technical services that meet performance objectives using approved processes and tools.
• Deliver activities to be fully compliant with all TfL processes, adhering to Cybersecurity practices.
• To contribute to the design and plan of technical changes
• Supporting testing and delivery of infrastructure technologies, as required.
• Identifying and delivering potential areas of improvement to technology or process.
• Write and edit work instructions and Knowledge Based Articles for tasks in technical areas, ensuring all work is completed to these standards.
• Act as the technical representative to the wider community and keep stakeholders engaged and updated.
• Actively contribute to effective communication within the team and with others across the Business.
• You will support departmental goals and objectives, motivating and leading others towards achievement.
• You will actively learn and develop to stay up to date with current technologies, to meet the changing needs of the job, team, and organisation by participating in appraisal and appropriate learning activities.

About you

• You have proven experience of working within a team of highly skilled business and IT professionals, delivering first class IT service in a complex, multi-site, service organisation.
• Proven ability to manage the interactions between suppliers, internal teams and customers.
• Ability to work independently or collaboratively, sustaining effective working relationships with diverse colleagues.
• Experience of working with business stakeholders to enable business outcomes through successful delivery of technology services and their timely incident resolution.
• You will possess excellent verbal and written communication skills.
• You are accredited/possess detailed knowledge of ITIL Service Management Framework, particularly when applied within a complex safety-critical, multi-site and operationally focused business environment.
• You have extensive knowledge of the technology industry, particularly the development, provision and implementation of End User Computing an Enterprise environment.
• You have strong analytical and problem-solving skills.
• You are aware of relevant national and international legislation relating to Government/Public Sector IT e.g. GDPR, and Freedom of Information Act.
• You have substantial experience in delivering first, second and some third line support across a range of End User Computing technologies.

Technical skills and experience, including but not limited to:

• Identity and Access Management, Desktop and Mobile applications, Application Management; key applications:
  • O365 Suite including MS Outlook and MS Teams, Adobe, SAP, Dragon, CAD.
• Unified Communications, Fixed Telephony Services (TDM and IP), Mobile Device (including MDM).
• Remote Access & Privileged Account Access.
• Proven experience of managing and supporting Virtual Desktop Infrastructure Devices (VDIs).
• Citrix Workspace.
• Print – Supporting Push and Pull.

Application closing date – Sunday,13th July 2025 @ 23:59

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process 

• Please apply using your CV and a one-page covering letter. PDF format preferred and do not include any photographs or images
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter

Benefits 

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include: 

• Final salary pension scheme.
• Free travel for you on the TfL network.
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
• 30 days annual leave plus public and bank holidays.
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
• Private healthcare discounted scheme (optional).
• Tax-efficient cycle-to-work programme.
• Retail, health, leisure and travel offers.
• Discounted Eurostar travel.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.