At a Glance
- 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.
- Other info: Fast-paced environment with opportunities for visible improvements.
- Why this job: Make a real impact by optimising Service Desk performance and enhancing user experience.
- Qualifications: Proven experience 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 Southampton employer: IP-People
Join a dynamic Managed Services organisation that values expertise and innovation in Service Desk and ITSM optimisation. With a focus on driving measurable improvements, you'll thrive in a collaborative work culture that encourages professional growth and the implementation of cutting-edge solutions. This role offers a unique opportunity to make a significant impact in a fast-paced environment, where your specialist skills will be recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Business Analyst (MSP) – Service Desk & ITSM Optimisation Specialist (Contract) in Southampton
✨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 that aren't advertised yet.
✨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 or improved resolution times in past roles.
✨Tip Number 3
Prepare for interviews by brushing up on your data analysis skills. Be ready to discuss how you've used data to drive improvements in Service Desk operations. This will show you're not just a talker but someone who can deliver results.
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of opportunities tailored for folks like you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Business Analyst (MSP) – Service Desk & ITSM Optimisation Specialist (Contract) in Southampton
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 relevant achievements!
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. We love seeing enthusiasm and a clear understanding of the MSP environment, so let your personality come through.
Showcase Your Data Skills:Since this role involves analysing ticket data and improving processes, make sure to mention any tools or methods you’ve used for data analysis. We’re keen to know how you’ve driven improvements in past roles!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
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 and can hit the ground running.
✨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 identify root causes and drive improvements. Being able to quantify your impact with KPIs will impress the interviewers and demonstrate your analytical skills.
✨Showcase Your Automation Skills
Since the role involves identifying automation opportunities, be ready to discuss any tools you've used, like Power Automate or Rewst. Share specific examples of how you've implemented automation to reduce ticket volumes or improve resolution times, as this will highlight your proactive approach.
✨Engage with Stakeholders
Highlight your experience working closely with stakeholders to deliver measurable improvements. Prepare to discuss how you've translated findings into user stories and requirements, as this shows your ability to communicate effectively and collaborate in a fast-paced environment.
