Service Desk Enablement & Digital Support

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