Service Desk Enablement & Digital Support

Service Desk Enablement & Digital Support SpecialistWe'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 DoDrive Service Desk enablement and digital support strategy to improve adoption of ITSM tools, processes and self-serviceDesign and deliver training and capability programmes for Service Desk analysts (L1/L2)Promote automation and digital tools to reduce manual effort and improve resolution timesCreate and manage knowledge content (guides, FAQs, learning materials) to improve first-contact resolutionPartner with IT teams to identify and implement service improvements and automation opportunitiesEngage stakeholders to improve support journeys, reduce friction and increase adoption of digital channelsUse insights and metrics to drive continuous improvement and service performanceWhat You'll BringExperience within a Service Desk, ITSM or IT Service Delivery environmentStrong understanding of incident management, request fulfilment, knowledge management and ITIL practicesHands-on experience with ServiceNow (or similar ITSM tools)Strong knowledge of Microsoft 365, SharePoint, Teams and Power PlatformExperience delivering training, enablement or digital adoption initiativesAbility to create clear, engaging digital learning and support contentExcellent communication and stakeholder engagement skillsDesirableITIL or other Service Management certificationsExperience using data and analytics to drive service improvementsExposure to automation, ServiceNow enhancements or digital adoption frameworksTPBN1_UKTJ