Job Description
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 ...