Service Desk Automation Engineer Permanent / Full-Time London View position

We are seeking a proactive and skilled Automation Engineer with a focus on Service Desk operations, Process Improvement Automation (PIA), and ConnectWise Robotic Process Automation (RPA) platforms. The successful candidate will play a pivotal role in designing, developing, and maintaining automation workflows to streamline IT services, enhance end-user experience, and drive operational efficiency.

Role overview:

• Collaborate with Service Desk teams to identify repetitive tasks and service bottlenecks suitable for automation.
• Design, build, and deploy automation solutions using PIA methodologies, ensuring alignment with business goals and compliance standards.
• Develop and manage ConnectWise RPA workflows to automate ticket handling, notifications, escalations, and routine maintenance tasks.
• Monitor and optimise automated processes for reliability, accuracy, and performance, troubleshooting issues as they arise.
• Work closely with IT stakeholders to gather requirements, document processes, and provide training on automation solutions.
• Maintain thorough documentation of automation architectures, workflows, and version histories.
• Stay abreast of industry trends in RPA, service automation, and ITSM best practices.

Key responsibilities:

• Experience with Service Desk operations and IT Service Management (ITSM) practices.
• Hands-on expertise with ConnectWise RPA tools and PIA solution design.
• Strong scripting and automation skills (e.g., PowerShell, Python, or equivalent).
• Ability to analyse business processes and translate them into technical automation requirements.
• Excellent problem-solving, communication, and stakeholder engagement skills.
• Attention to detail and a commitment to delivering high-quality solutions.
• Working within a Managed Service Provider (MSP) environment.
• Cloud technologies, including: Microsoft 365.

The right candidate:

• Certifications in RPA platforms or ITSM frameworks (e.g., ITIL Foundation).
• Experience with other automation platforms (e.g., UiPath, Automation Anywhere) is advantageous.
• Familiarity with API integration, database management, and cloud services.
• Previous exposure to change management and process improvement initiatives.

We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access:

• Company pension scheme.
• 25 days of annual leave allowance that increases with years served (excluding bank holidays).
• Access to Spill, our mental health support partner.
• Cycle to work scheme.
• Half price gym memberships through the healthcare provider.
• Free eye test.
• Hastee app, to help manage your salary and finances.

Diversity, inclusion, and equal opportunities:

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.