Job Description

Drive Service Desk performance, enhance digital support, and reduce ticket demand through impactful enablement and training.

Our Client has a requirement for a Service Desk Enablement & Digital Support, who will be required to work on a contract basis in Warrington.

Role Purpose:

This role sits within the Service Desk function and acts as a bridge between Service Desk analysts, IT service owners, business users and support teams.

It focuses on increasing Service Desk capability, improving digital support and self-service adoption, strengthening knowledge management, supporting consistent ITSM practices and reducing avoidable ticket demand through effective enablement, communication and practical digital support.

Candidates must be eligible for SC clearance to be considered for this position.

Job Role Responsibilities:

Service Desk Enablement & Digital Support Strategy

Help develop and deliver a Service Desk enablement and digital support strategy that improves adoption of ITSM tools, support processes, digital channels and self-service capabilities.

Identify gaps in Service Desk analyst capability, digital support experience, knowledge availability and ticket handling consistency.

Work with Service Desk leadership, resolver groups and business stakeholders to understand support needs, reduce friction and improve the end-user digital support journey.

Drive behaviour change so that Service Desk tools, knowledge articles, request forms, automation, digital support channels and support processes are used consistently and effectively.

Training & Capability Development

Design and own a structured Service Desk training and enablement programme aligned to L1/L2 support needs, ITSM processes and customer service expectations.

Deliver a mix of instructor-led training, workshops, floorwalking, knowledge refreshers and self-service learning content for Service Desk analysts and end users.

Build capability across Service Desk areas including triage, ticket categorisation, escalation quality, request fulfilment, knowledge use, communication standards and first-contact resolution.

Support ongoing development plans for Service Desk analysts, including new starters, cross-training and process change adoption.

Digital Support, Automation Adoption & Productivity Improvement

Support the adoption and continuous improvement of digital support solutions across L1 and L2 Service Desk activities.

Promote automation and digital tools that reduce repetitive manual effort, improve ticket routing, increase accuracy and speed up common request fulfilment.

Partner with automation, ServiceNow, Microsoft 365 and resolver teams to identify high-value Service Desk use cases such as password resets, access requests, onboarding tasks, reporting, notifications, knowledge prompts and guided support.

Support rollout, communications, analyst training and user guidance for new Service Desk automation, digital support tools and productivity improvements.

Identify and promote practical digital support improvements and productivity hacks that help analysts resolve tickets faster and improve the customer experience.

IT Hub, Digital Knowledge & Communications

Own and develop Service Desk digital knowledge content within the IT SharePoint / IT Hub, ensuring it is accurate, accessible and aligned to common support queries.

Create and maintain knowledge articles, analyst guides, end-user how-to guides, FAQs, digital learning content, short-form training material and process guidance.

Support a consistent Service Desk knowledge management and governance framework, including article ownership, review cycles and quality standards.

Partner with Business Communication teams to deliver clear IT service updates, by producing regular IT newsletters, known issue communications and adoption campaigns that are concise, plain-English and user-centred.

Use ticket trends, digital support analytics and analyst feedback to identify knowledge gaps and prioritise content that reduces repeat contacts and avoidable tickets.

Stakeholder Engagement

Act as a key interface between the Service Desk, resolver teams, IT service owners and business users for enablement and digital support initiatives.

Build strong relationships with Service Desk analysts and team leads to gather feedback, understand pain points and promote new tools and capabilities.

Engage with business users to promote self-service, improve request quality and increase awareness of available IT digital support channels.

Drive engagement through drop-in sessions, analyst huddles, champion networks, feedback loops and targeted communication campaigns.

Performance & Continuous Improvement

Define and track Service Desk enablement and digital support KPIs such as training participation and completion, analyst confidence, knowledge article usage, self-service adoption, automation uptake and benefits within the Service Desk team.

Use Service Desk insights, ticket trends, digital support analytics, feedback and operational reporting to refine training plans, improve user experience and identify priority Service Desk automation and improvement opportunities.

Work with Service Desk leadership to identify opportunities to improve first-contact resolution, ticket quality, escalation accuracy, customer satisfaction and operational efficiency.

Continuously evolve the enablement and digital support approach based on Service Desk performance, analyst feedback and changing business support needs.

Experience / Skills / Knowledge / Qualifications:

Essential

Experience working in or closely with an IT Service Desk, IT Service Delivery, digital support or ITSM environment.

Understanding of Service Desk operations, including incident management, request fulfilment, triage, escalation, knowledge management and customer communication.

Strong knowledge and experience using Microsoft 365 tools such as SharePoint, Teams, Copilot, Power Platform and knowledge-sharing platforms to support digital enablement.

Experience with Service Desk or ITSM tooling, preferably ServiceNow, including knowledge articles, catalogues, forms, workflows, digital support channels or reporting.

Experience designing and delivering training, enablement or process adoption activity for technical support teams.

Experience creating digital learning and support content such as analyst guides, end-user guidance, videos, FAQs and process documentation.

Excellent communication, stakeholder engagement and facilitation skills.

Ability to translate technical processes and digital support solutions into clear, practical guidance for analysts and end users.

Desirable

Knowledge of ITIL, Service Management practices and Service Desk operating models.

Experience supporting ServiceNow enhancements, administration, reporting, knowledge management, catalogue improvements or digital support workflows.

Experience using analytics, ticket data, digital support metrics or feedback tools to identify trends, training needs and service improvement opportunities.

Knowledge of digital adoption frameworks, change management approaches or user enablement methods.

Experience in international, defence, engineering or government-adjacent organisations.

Relevant industry certifications such as ITIL Service Management, PRINCE2, Agile, Microsoft 365 or Power Platform.

Company Information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for Service Desk Enablement & Digital Support looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included