IT Service Desk Training & Digital Adoption Specialist

An opportunity has arisen for a Service Desk Enablement & Digital Support Specialist to improve the capability of an established IT Service Desk and enhance the adoption of digital support tools and self-service channels. The role acts as a bridge between Service Desk analysts, IT service owners, business users and support teams, ensuring consistent ITSM practices and effective use of digital solutions. This position is ideal for someone who enjoys delivering practical improvements to enhance user experience and reduce avoidable ticket demand.

Location and Working Pattern

Based in Warrington, with an expectation to work in the office 2–3 days per week (hybrid). Some travel to other UK sites may be required.

Client Overview

The client operates in a highly regulated industry and relies on a responsive IT function to support business operations. The Service Desk plays an essential role in providing user support, and this position is key to strengthening capability and operational performance.

Responsibilities

• Act as a key link between Service Desk analysts, IT service owners, support teams, and business users to enable effective communication and collaboration.
• Strengthen Service Desk capability by delivering targeted training, knowledge refreshers, and ongoing development to improve ticket handling and service consistency.
• Increase adoption of self-service and digital support channels by promoting awareness, providing guidance, and building confidence in their use.
• Support consistent ITSM practices by reinforcing standard processes and ensuring Service Desk teams align with agreed workflows and escalation procedures.
• Manage and enhance Service Desk knowledge resources, ensuring accurate, up-to-date, and user-friendly content to reduce repeat contacts and speed up resolution.
• Drive engagement in new tools and automation by supporting rollout, providing training, and identifying opportunities for practical productivity improvements.
• Analyse trends and feedback to identify where enablement and communication can minimise avoidable ticket demand, improving operational efficiency.
• Create clear and accessible guidance for analysts and end users, including frequently asked questions, how-to resources, and process updates.

 

Must-have Requirements

• Experience in or closely supporting an IT Service Desk or ITSM environment.
• Strong understanding of service operations, including incident management, request fulfilment and knowledge management.
• Good knowledge of Microsoft 365 (SharePoint, Teams, Power Platform) for digital enablement.
• Familiarity with ITSM tools, preferably ServiceNow, for knowledge management, workflows and self-service tools.
• Proven ability to design and deliver training and enablement content.
• Excellent communication and stakeholder engagement capabilities.

 

Nice-to-have Skills

• Knowledge of ITIL practices and Service Desk operating models.
• Experience in ServiceNow enhancements, knowledge administration, or workflow improvements.
• Ability to analyse ticket and digital support data to identify trends and priorities.
• Familiarity with change management or digital adoption practices.
• Relevant certifications (ITIL, PRINCE2, Microsoft 365, Agile).

 

Apply Now

If this sounds like the right opportunity, and you have the skills to make Service Desk improvements that deliver real value, please apply with your CV today.

 

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