Business Analyst (MSP) – Service Desk & ITSM Optimisation Specialist (Contract)
Contract: 3 Months
Day Rate: Competitive
We’re working with a Managed Services organisation looking to engage a Business Analyst for a short-term engagement focused on Service Desk and ITSM optimisation.
This role centres on reducing ticket volumes, improving resolution times, and identifying opportunities for self-service and automation.
This is not a general BA role. They are specifically looking for someone who has delivered Service Desk and ITSM optimisation within an MSP environment before, and can quickly assess, prioritise, and implement improvements.
What you’ll be doing
* Analysing Service Desk ticket data, volumes, and root causes
* Driving initiatives to reduce ticket volumes and improve resolution times
* Identifying and implementing automation and self-service opportunities
* Improving Service Desk and ITSM processes and workflows
* Defining and tracking KPIs and reporting (ticket volumes, resolution times, self-service usage)
* Translating findings into clear user stories and requirements
* Working closely with stakeholders to deliver measurable improvements
What they’re looking for
* Proven experience as a Business Analyst within MSP / Managed Services environments (essential)
* Direct experience delivering Service Desk and ITSM optimisation initiatives
* Strong understanding of Service Desk operations, ticket flows, and ITIL principles
* Experience identifying and driving automation initiatives (e.g. Power Automate, Rewst)
* Experience with ITSM platforms (e.g. ServiceNow, ConnectWise or similar)
* Strong capability in data analysis, reporting, and insight generation
* Experience writing user stories and working with delivery teams
* Ability to hit the ground running and deliver in a fast-paced MSP environment
Why this role
* Clearly defined, high-impact engagement
* Opportunity to drive visible improvements in Service Desk performance
* Environment where specialist experience in this area is key
If your experience is specifically focused on Service Desk and ITSM optimisation within MSP environments, please get in touch.