At a Glance
- Tasks: Drive Service Desk performance and enhance digital support through training and enablement.
- Company: Join a forward-thinking company committed to diversity and inclusion.
- Benefits: Competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for continuous improvement and career advancement.
- Why this job: Make a real impact by improving user experiences and driving digital transformation.
- Qualifications: Experience in IT Service Desk or digital support environments is essential.
The predicted salary is between 40000 - 50000 £ per year.
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, floorwalking, 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 Share Point / 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 initiatives.
- Build strong relationships with Service Desk analysts and team leads to gather feedback, understand pain points and promote new tools and capabilities.
- Engage with business users to promote self-service, improve request quality and increase awareness of available IT digital support channels.
- Drive engagement through drop-in sessions, analyst huddles, champion networks, feedback loops and targeted communication campaigns.
- Performance & Continuous Improvement
- Define and track Service Desk enablement and digital support KPIs such as training participation and completion, analyst confidence, knowledge article usage, self-service adoption, automation uptake and benefits within the Service Desk team.
- Use Service Desk insights, ticket trends, digital support analytics, feedback and operational reporting to refine training plans, improve user experience and identify priority Service Desk automation and improvement opportunities.
- Work with Service Desk leadership to identify opportunities to improve first-contact resolution, ticket quality, escalation accuracy, customer satisfaction and operational efficiency.
- Continuously evolve the enablement and digital support approach based on Service Desk performance, analyst feedback and changing business support needs.
Experience / Skills / Knowledge / Qualifications
Essential
- Experience working in or closely with an IT Service Desk, IT Service Delivery, digital support or ITSM environment.
- Understanding of Service Desk operations, including incident management, request fulfilment, triage, escalation, knowledge management and customer communication.
- Strong knowledge and experience using Microsoft 365 tools such as Share Point, Teams, Copilot, Power Platform and knowledge-sharing platforms to support digital enablement.
- Experience with Service Desk or ITSM tooling, preferably Service Now, including knowledge articles, catalogues, forms, workflows, digital support channels or reporting.
- Experience designing and delivering training, enablement or process adoption activity for technical support teams.
- Experience creating digital learning and support content such as analyst guides, end-user guidance, videos, FAQs and process documentation.
- Excellent communication, stakeholder engagement and facilitation skills.
- Ability to translate technical processes and digital support solutions into clear, practical guidance for analysts and end users.
Desirable
- Knowledge of ITIL, Service Management practices and Service Desk operating models.
- Experience supporting Service Now enhancements, administration, reporting, knowledge management, catalogue improvements or digital support workflows.
- Experience using analytics, ticket data, digital support metrics or feedback tools to identify trends, training needs and service improvement opportunities.
- Knowledge of digital adoption frameworks, change management approaches or user enablement methods.
- Experience in international, defence, engineering or government-adjacent organisations.
- Relevant industry certifications such as ITIL Service Management, PRINCE2, Agile, Microsoft 365 or Power Platform.
- Company Information
We strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.
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Service Desk Enablement & Digital Support in Warrington employer: First Recruitment Group
First Recruitment Group is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the clean water sector. Located in Peterborough, employees benefit from a supportive environment that prioritises professional growth and development, alongside competitive remuneration and benefits. Join us to make a meaningful impact on vital infrastructure projects while advancing your career in a thriving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Enablement & Digital Support in Warrington
✨Get Involved in IT Consulting Communities
Join popular online forums and communities specifically for IT consultants, like Spiceworks or TechRepublic. This is a fab way to connect with potential clients and stay updated on industry trends that could lead to freelance gigs.
✨Showcase Your Skills with a Public Portfolio
Create a portfolio website where you showcase your IT consulting projects, case studies, and testimonials from past clients. This not only builds your credibility but also makes it easier for potential clients to see what you can offer.
✨Utilise Freelance Platforms
Don’t shy away from platforms like Upwork or Freelancer. They're great for finding freelance gigs in IT consulting. Just make sure your profile is well-crafted and highlights your skills effectively—first impressions matter!
✨Tap into Your Network
Reach out to your existing connections in the IT sector and let them know you’re available for freelance projects. This could also mean attending local tech meetups or webinars where you can not only learn but find new clients. And remember, if you see a role that looks right, apply through our website at First Recruitment Group for the best chance!
We think you need these skills to ace Service Desk Enablement & Digital Support in Warrington
Some tips for your application 🫡
Show Off Your Tech Toolbox:Let’s be real: in IT consulting, your skills and tools can make or break the project. Make sure your CV includes a solid list of the technologies you’ve worked with and any specific programming languages you're fluent in. If you’ve got experience with project management tools, like JIRA or Trello, shout about that too! It shows you're not just a tech head, but you can manage the chaos too.
Your Portfolio is Your Best Mate:As a freelancer, your portfolio is your calling card. Make it shine! Include case studies of projects you’ve worked on that highlight your problem-solving skills and the impact of your work. Make sure to detail the challenges faced and how you overcame them—clients love to see tangible results. A well-structured portfolio is your best chance to impress!
Tailor Your Approach:Unlike full-time applications, freelance gigs need that personal touch. Write a cover letter that doesn't just highlight your skills but also your understanding of First Recruitment Group and what they’re looking for. Explain how your unique approach can solve their challenges. This kind of personalisation shows you care and sets you apart from the cookie-cutter applications.
Be Clear on Your Rates and Availability:When applying for freelance roles, clarity is key! Include your rates and availability upfront in your application to avoid any confusion later. This honesty will save both you and First Recruitment Group time, and it shows you’re serious about doing business. We believe it’s best to be transparent right from the get-go!
How to prepare for a job interview at First Recruitment Group
✨Showcase Your Problem-Solving Skills
In IT consulting, they’ll want to see how you tackle real-life client issues. Prepare to discuss specific case studies from your freelance experience where you've demonstrated your problem-solving prowess. Come armed with examples that highlight the strategies you used and the results achieved.
✨Pitch Your Portfolio Like a Pro
As a freelancer, your portfolio is your calling card. Make sure it’s not just a collection of past projects but a narrative of your journey. Be ready to discuss how each project reflects your capability and how you can bring value to First Recruitment Group. Tailor this pitch to highlight projects that align closely with what they seek.
✨Brush Up on the Latest Tech Trends
IT consulting is all about staying ahead of the game. Make sure you’re familiar with the latest tools and technologies that are shaping the industry. You might get asked about a specific platform or software, so having fresh knowledge will give you the edge over other candidates.
✨Be Prepared for Hypothetical Scenarios
Expect some hypothetical or situational questions that assess how you'd handle various client scenarios. Practice thinking on your feet and responding to questions about project challenges or client interactions. This shows your adaptability and readiness for the freelance lifestyle, which works differently from traditional employment.
