Business Analyst
In this role, you will support the uplift of service desk operations through analysis, reporting, stakeholder engagement, and process development. In this role, you will collaborate closely with the service desk, technology operations teams, and business stakeholders.
Key Responsibilities:
Data Analysis & Reporting: Collect, validate, and analyse service desk metrics, including SLA compliance, ticket volumes, and performance trends. Prepare regular dashboards and reporting with variance commentary.
Process Improvement: Review and enhance workflows, request models, and incident handling procedures to reduce waste, streamline operations, and improve customer satisfaction.
Stakeholder Engagement: Work with service desk and broader technology teams to gather requirements, clarify operational issues, and ensure alignment with business objectives.
System & Tool Support: Assess the performance and configuration of service management tools, including ServiceNow. Ensure data integrity and recommend system or process changes.
Budget & Resource Input: Provide analytical insights to support budgeting, forecasting, and resource planning within service desk operations.
Knowledge Management: Develop and maintain support documentation, runbooks, process guides, and training materials to uplift capability within the team.
Continuous Improvement: Identify recurring issues and trends across incidents and requests. Recommend preventative measures and support initiatives that improve service quality, efficiency, and end-user experience.
