Summary: The Service Desk Analyst role in Manchester focuses on enhancing the colleague experience within the IT Service Desk by monitoring performance metrics, analyzing user journeys, and proposing improvement solutions. The position requires collaboration with various stakeholders to identify issues and implement enhancements that improve service delivery. The role is contract-based and classified as inside IR35. The working arrangement is hybrid, requiring three days a week in the office.

Key Responsibilities:

• Monitor and analyze XLA performance and develop a service experience improvement roadmap.
• Define and document a comprehensive catalogue of colleague and Store user personas.
• Analyze and maintain documentation detailing unique user journeys, including challenges and constraints.
• Evaluate service experience and satisfaction levels to identify improvement opportunities.
• Develop and propose solutions to enhance the overall experience for colleagues and Stores.
• Gather and analyze feedback through the CSAT process to identify trends and root causes.
• Analyze communication timeliness and quality to improve service updates.
• Conduct call quality audits to identify service improvement opportunities.
• Support the delivery, validation, and testing of service experience improvements.
• Collaborate with the Service Desk Provider and ITSM Platform team to implement improvements.

Key Skills:

• Retail experience is a distinct advantage.
• Proven experience in customer experience and user experience within a medium to large-scale IT Service Desk.
• Strong understanding of customer satisfaction (CSAT) processes.
• Excellent analytical skills with the ability to translate data insights into actionable recommendations.
• Experience with call quality audits and attention to detail in service interactions.
• Ability to conduct root cause analysis and identify improvement opportunities.
• Outstanding communication and interpersonal skills.
• Ability to work collaboratively across teams on multiple initiatives.
• Excellent knowledge of ITSM Tools such as ServiceNow/BMC Helix.
• Experience in improving XLA performance within a Service Desk.

Salary (Rate): undetermined

City: Manchester

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT