Business Analyst (ITSM – Service Desk)

Business Analyst (ITSM – Service Desk) 

Temporary Contract: (circa) 3 Months | Location: London & Nottingham | Level: Mid–Senior 

Overview 

We are seeking a Business Analyst for a 3-month engagement to support the optimisation of  our IT Service Desk. The role focuses on reducing ticket volumes, identifying self-service and automation opportunities and creating user stories for development teams. The successful candidate will work across the Service Desk teams based in multiple UK locations and deliver measurable improvements in service efficiency and user experience. 

Key Responsibilities 

• Identify and analyse high-volume drivers of tickets and where time is spent on the Service Desk.
• Recommend and prioritise improvements to reduce ticket volumes, time required to resolve tickets, including process changes and knowledge base enhancements.
• Identify and document candidates for self-service and automation.
• Translate findings into clear user stories and requirements for development team.
• Collaborate with stakeholders to validate requirements and support implementation.
• Create KPIs (e.g. ticket volume, resolution time, self-service usage) to track impact. 

Expected Deliverables 

• Service Desk analysis report with key findings and improvement opportunities.
• Prioritised action plan for ticket reduction, self-service, and automation.
• User stories and requirements documented for development teams. 

Business Outcomes 

• Reduced ticket volumes through deflection and root cause resolution.
• Improved resolution times and analyst productivity via automation.
• Increased user satisfaction through faster, more accessible support.
• Cost savings and operational efficiency. 

Required Skills & Experience 

• Must have 5+ years’ experience as a Business Analyst, within ITSM and Service Desk environments.
• Strong understanding of ITIL principles.
• Experience with ConnectWise and ITSM platforms.
• Familiarity with automation platforms (e.g. Rewst, Power Automate) and self-service tools.
• Highly proficient in analysing data and identifying actionable insights.
• Skilled in stakeholder engagement, workshop facilitation, and clear documentation.
• Strong Experience writing user stories and acceptance criteria.
• Experience in Managed Service Provider (MSP) settings.
• Prior involvement in service desk transformation or automation projects. 

We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, communities, and experiences. If you require any adjustments during the recruitment process, please let us know.