Business Analyst (ITSM - Service Desk)

Business Analyst (ITSM Service Desk) Temporary Contract: (circa) 3 Months Location: London and 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. ..... full job details .....