Service Desk Enablement & Digital Support Specialist
We're looking for a Service Desk Enablement & Digital Support Specialist to enhance service desk capability, drive digital adoption, and improve the overall user support experience. This role sits at the heart of IT operations-bridging Service Desk teams, IT service owners and business users to reduce demand, improve efficiency and strengthen self-service.
What You'll Do
- Drive Service Desk enablement and digital support strategy to improve adoption of ITSM tools, processes and self-service
- Design and deliver training and capability programmes for Service Desk analysts (L1/L2)
- Promote automation and digital tools to reduce manual effort and improve resolution times
- Create and manage knowledge content (guides, FAQs, learning materials) to improve first-contact resolution
- Partner with IT teams to identify and implement service improvements and automation opportunities
- Engage stakeholders to improve support journeys, reduce friction and increase adoption of digital channels
- Use insights and metrics to drive continuous improvement and service performance
What You'll Bring
- Experience within a Service Desk, ITSM or IT Service Delivery environment
- Strong understanding of incident management, request fulfilment, knowledge management and ITIL practices
- Hands-on experience with ServiceNow (or similar ITSM tools)
- Strong knowledge of Microsoft 365, SharePoint, Teams and Power Platform
- Experience delivering training, enablement or digital adoption initiatives
- Ability to create clear, engaging digital learning and support content
- Excellent communication and stakeholder engagement skills
Desirable
- ITIL or other Service Management certifications
- Experience using data and analytics to drive service improvements
- Exposure to automation, ServiceNow enhancements or digital adoption frameworks
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