Service Desk Enablement & Digital Support
Posted 1 day ago by FBI &TMT
Negotiable
Undetermined
Undetermined
Lancashire
Summary: The Service Desk Enablement & Digital Support Specialist role focuses on enhancing service desk capabilities, driving digital adoption, and improving user support experiences within IT operations. This position acts as a bridge between Service Desk teams, IT service owners, and business users to streamline processes and promote self-service. The specialist will be responsible for training, automation, and continuous improvement initiatives to optimize service delivery. Strong communication and stakeholder engagement skills are essential for success in this role.
Key Responsibilities:
- Drive Service Desk enablement and digital support strategy to improve adoption of ITSM tools, processes and self-service
- Design and deliver training and capability programmes for Service Desk analysts (L1/L2)
- Promote automation and digital tools to reduce manual effort and improve resolution times
- Create and manage knowledge content (guides, FAQs, learning materials) to improve first-contact resolution
- Partner with IT teams to identify and implement service improvements and automation opportunities
- Engage stakeholders to improve support journeys, reduce friction and increase adoption of digital channels
- Use insights and metrics to drive continuous improvement and service performance
Key Skills:
- Experience within a Service Desk, ITSM or IT Service Delivery environment
- Strong understanding of incident management, request fulfilment, knowledge management and ITIL practices
- Hands-on experience with ServiceNow (or similar ITSM tools)
- Strong knowledge of Microsoft 365, SharePoint, Teams and Power Platform
- Experience delivering training, enablement or digital adoption initiatives
- Ability to create clear, engaging digital learning and support content
- Excellent communication and stakeholder engagement skills
- Desirable: ITIL or other Service Management certifications
- Experience using data and analytics to drive service improvements
- Exposure to automation, ServiceNow enhancements or digital adoption frameworks
Salary (Rate): undetermined
City: Lancashire
Country: undetermined
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Service Desk Enablement & Digital Support Specialist
We're looking for a Service Desk Enablement & Digital Support Specialist to enhance service desk capability, drive digital adoption, and improve the overall user support experience. This role sits at the heart of IT operations-bridging Service Desk teams, IT service owners and business users to reduce demand, improve efficiency and strengthen self-service.
What You'll Do
- Drive Service Desk enablement and digital support strategy to improve adoption of ITSM tools, processes and self-service
- Design and deliver training and capability programmes for Service Desk analysts (L1/L2)
- Promote automation and digital tools to reduce manual effort and improve resolution times
- Create and manage knowledge content (guides, FAQs, learning materials) to improve first-contact resolution
- Partner with IT teams to identify and implement service improvements and automation opportunities
- Engage stakeholders to improve support journeys, reduce friction and increase adoption of digital channels
- Use insights and metrics to drive continuous improvement and service performance
What You'll Bring
- Experience within a Service Desk, ITSM or IT Service Delivery environment
- Strong understanding of incident management, request fulfilment, knowledge management and ITIL practices
- Hands-on experience with ServiceNow (or similar ITSM tools)
- Strong knowledge of Microsoft 365, SharePoint, Teams and Power Platform
- Experience delivering training, enablement or digital adoption initiatives
- Ability to create clear, engaging digital learning and support content
- Excellent communication and stakeholder engagement skills
Desirable
- ITIL or other Service Management certifications
- Experience using data and analytics to drive service improvements
- Exposure to automation, ServiceNow enhancements or digital adoption frameworks