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- Tasks: Analyse Service Desk data, drive improvements, and implement automation solutions.
- Company: Managed Services organisation focused on ITSM optimisation.
- Benefits: Competitive day rate for a 3-month contract with high-impact work.
- Other info: Fast-paced environment with opportunities for visible impact.
- Why this job: Make a real difference in Service Desk performance and efficiency.
- Qualifications: Experience as a Business Analyst in MSP environments and ITSM optimisation.
We’re working with a Managed Services organisation looking to engage a Business Analyst for a short-term engagement focused on Service Desk and ITSM optimisation.
This role centres on reducing ticket volumes, improving resolution times, and identifying opportunities for self-service and automation. This is not a general BA role. They are specifically looking for someone who has delivered Service Desk and ITSM optimisation within an MSP environment before, and can quickly assess, prioritise, and implement improvements.
What you’ll be doing:
- Analysing Service Desk ticket data, volumes, and root causes
- Driving initiatives to reduce ticket volumes and improve resolution times
- Identifying and implementing automation and self-service opportunities
- Improving Service Desk and ITSM processes and workflows
- Defining and tracking KPIs and reporting (ticket volumes, resolution times, self-service usage)
- Translating findings into clear user stories and requirements
- Working closely with stakeholders to deliver measurable improvements
What they’re looking for:
- Proven experience as a Business Analyst within MSP / Managed Services environments (essential)
- Direct experience delivering Service Desk and ITSM optimisation initiatives
- Strong understanding of Service Desk operations, ticket flows, and ITIL principles
- Experience identifying and driving automation initiatives (e.g. Power Automate, Rewst)
- Experience with ITSM platforms (e.g. ServiceNow, ConnectWise or similar)
- Strong capability in data analysis, reporting, and insight generation
- Experience writing user stories and working with delivery teams
- Ability to hit the ground running and deliver in a fast-paced MSP environment
Why this role:
- Clearly defined, high-impact engagement
- Opportunity to drive visible improvements in Service Desk performance
- Environment where specialist experience in this area is key
If your experience is specifically focused on Service Desk and ITSM optimisation within MSP environments, please get in touch.
Business Analyst (MSP) – Service Desk & ITSM Optimisation Specialist (Contract) in Plymouth employer: IP-People
Contact Detail:
IP-People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Analyst (MSP) – Service Desk & ITSM Optimisation Specialist (Contract) in Plymouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the MSP world and let them know you're on the hunt for a Business Analyst role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Showcase your expertise! When you get the chance to chat with potential employers, highlight your specific experience with Service Desk and ITSM optimisation. Share examples of how you've reduced ticket volumes and improved resolution times in past roles.
✨Tip Number 3
Be proactive! If you see a company that interests you, don’t wait for them to post a job. Reach out directly through our website and express your interest in working with them. Tailor your message to show how your skills align with their needs.
✨Tip Number 4
Prepare for interviews by brushing up on your data analysis skills. Be ready to discuss how you've defined and tracked KPIs in previous roles. This will show that you can hit the ground running and deliver results in a fast-paced MSP environment.
We think you need these skills to ace Business Analyst (MSP) – Service Desk & ITSM Optimisation Specialist (Contract) in Plymouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience specifically in Service Desk and ITSM optimisation. We want to see how you've tackled similar challenges before, so don’t hold back on those details!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention your direct experience with MSP environments and how you’ve driven improvements in the past.
Showcase Your Data Skills: Since this role involves a lot of data analysis, be sure to mention any tools or methods you’ve used to analyse ticket data and improve processes. We love seeing numbers that back up your achievements!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at IP-People
✨Know Your ITSM Inside Out
Make sure you brush up on your knowledge of ITSM principles and Service Desk operations. Be ready to discuss specific optimisation initiatives you've led in the past, especially within an MSP environment. This will show that you understand the nuances of the role.
✨Data is Your Best Friend
Prepare to talk about your experience with data analysis and reporting. Bring examples of how you've used ticket data to drive improvements in resolution times or reduce volumes. Being able to quantify your impact will impress the interviewers.
✨Showcase Your Automation Skills
Since automation is a key focus for this role, be ready to discuss any tools you've used, like Power Automate or Rewst. Share specific examples of how you've implemented self-service opportunities and the results achieved. This will highlight your proactive approach.
✨Engage with Stakeholders
Demonstrate your ability to work closely with stakeholders by sharing experiences where you translated findings into user stories. Discuss how you’ve collaborated with delivery teams to implement changes. This shows you can bridge the gap between analysis and action.