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 TPBN1_UKTJ
Service Desk Enablement & Digital Support
