Service Desk Enablement and Digital Support

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 and 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 and 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 ..... full job details .....