Business Analyst ITSM
Posted Today by Robertson Sumner
Negotiable
Outside
Undetermined
London Area, United Kingdom
Summary: The Business Analyst (ITSM – Service Desk) role involves a 3-month contract focused on optimizing the IT Service Desk by reducing ticket volumes and improving resolution efficiency. The position requires collaboration with Service Desk teams across the UK to translate insights into actionable improvements. The analyst will also identify opportunities for self-service and automation, enhancing operational performance and user experience.
Key Responsibilities:
- Analyse Service Desk data to identify high-volume ticket drivers and inefficiencies
- Recommend and prioritise improvements to reduce ticket volumes and resolution times
- Identify opportunities for self-service, automation, and knowledge base enhancements
- Translate findings into clear user stories and requirements for development teams
- Collaborate with stakeholders to validate requirements and support delivery
- Define and track KPIs (e.g. ticket volume, resolution time, self-service adoption) to measure success
Key Skills:
- 5+ years’ experience as a Business Analyst within ITSM / Service Desk environments
- Strong understanding of ITIL principles
- Experience with ITSM platforms
- Familiarity with automation tools (e.g. Rewst, Power Automate) and self-service solutions
- Strong analytical skills with the ability to derive actionable insights from data
- Proven stakeholder engagement and workshop facilitation experience
- Excellent documentation skills, including user stories and acceptance criteria
- Experience working in Managed Service Provider (MSP) environments
- Background in Service Desk transformation or automation initiatives
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Business Analyst (ITSM – Service Desk) Contract: 3 Months Rolling (Outside IR35) Location: London
We are seeking an experienced Business Analyst to join a 3-month engagement focused on optimising our IT Service Desk. This role will play a key part in reducing ticket volumes, improving resolution efficiency, and identifying opportunities for self-service and automation. You’ll work closely with Service Desk teams across multiple UK locations, translating insights into actionable improvements that enhance both operational performance and user experience.
- Key Responsibilities
- Analyse Service Desk data to identify high-volume ticket drivers and inefficiencies
- Recommend and prioritise improvements to reduce ticket volumes and resolution times
- Identify opportunities for self-service, automation, and knowledge base enhancements
- Translate findings into clear user stories and requirements for development teams
- Collaborate with stakeholders to validate requirements and support delivery
- Define and track KPIs (e.g. ticket volume, resolution time, self-service adoption) to measure success
- Required Skills & Experience
- 5+ years’ experience as a Business Analyst within ITSM / Service Desk environments
- Strong understanding of ITIL principles
- Experience with ITSM platforms
- Familiarity with automation tools (e.g. Rewst, Power Automate) and self-service solutions
- Strong analytical skills with the ability to derive actionable insights from data
- Proven stakeholder engagement and workshop facilitation experience
- Excellent documentation skills, including user stories and acceptance criteria
- Experience working in Managed Service Provider (MSP) environments
- Background in Service Desk transformation or automation initiatives
If this sounds like you - please apply below.