Service Desk Enablement & Digital

Position: Service Desk Enablement & Digital Support
Drive Service Desk performance, enhance digital support, and reduce ticket demand through impactful enablement and training.
Our Client has a requirement for a Service Desk Enablement & Digital Support, who will be required to work on a contract basis in Warrington.

Role

Purpose:

This role sits within the Service Desk function and acts as a bridge between Service Desk analysts, IT service owners, business users and support teams.
It focuses on increasing Service Desk capability, improving digital support and self-service adoption, strengthening knowledge management, supporting consistent ITSM practices and reducing avoidable ticket demand through effective enablement, communication and practical digital support.
Candidates must be eligible for SC clearance to be considered for this position.

Job

Role Responsibilities:

Service Desk Enablement & Digital Support Strategy

Help develop and deliver a Service Desk enablement and digital support strategy that improves adoption of ITSM tools, support processes, digital channels and self-service capabilities.
Identify gaps in Service Desk analyst capability, digital support experience, knowledge availability and ticket handling consistency.
Work with Service Desk leadership, resolver groups and business stakeholders to understand support needs, reduce friction and improve the end-user digital support journey.
Drive behaviour change so that Service Desk tools, knowledge articles, request forms, automation, digital support channels and support processes are used consistently and effectively.
Training & Capability Development

Design and own a structured Service Desk training and enablement programme aligned to L1/L2 support needs, ITSM processes and customer service expectations.
Deliver a mix of instructor-led training, workshops, floor walking, knowledge refreshers and self-service learning content for Service Desk analysts and end users.
Build capability across Service Desk areas including triage, ticket categorisation, escalation quality, request fulfilment, knowledge use, communication standards and first-contact resolution.
Support ongoing development plans for Service Desk analysts, including new starters, cross-training and process change adoption.
Digital Support, Automation Adoption & Productivity Improvement

Support the adoption and continuous improvement of digital support solutions across L1 and L2 Service Desk activities.
Promote automation and digital tools that reduce repetitive manual effort, improve ticket routing, increase accuracy and speed up common request fulfilment.
Partner with automation, Service Now, Microsoft 365 and resolver teams to identify high-value Service Desk use cases such as password resets, access requests, onboarding tasks, reporting, notifications, knowledge prompts and guided support.
Support rollout, communications, analyst training and user guidance for new Service Desk automation, digital support tools and productivity improvements.
Identify and promote practical digital support improvements and productivity hacks that help analysts resolve tickets faster and improve the customer experience.
IT Hub, Digital Knowledge & Communications

Own and develop Service Desk digital knowledge content within the IT SharePoint / IT Hub, ensuring it is accurate, accessible and aligned to common support queries.
Create and maintain knowledge articles, analyst guides, end-user how-to guides, FAQs, digital learning content, short-form training material and process guidance.
Support a consistent Service Desk knowledge management and governance framework, including article ownership, review cycles and quality standards.
Partner with Business Communication teams to deliver clear IT service updates, by producing regular IT newsletters, known issue communications and adoption campaigns that are concise, plain-English and user-centred.
Use ticket trends, digital support analytics and analyst feedback to identify knowledge gaps and prioritise content that reduces repeat contacts and avoidable tickets.
Stakeholder Engagement

Act as a key interface between the Service Desk, resolver teams, IT service owners and business users for enablement and digital support…