2543 IT & Software Developer jobs in the UK
Business Analyst (ITSM – Service Desk)
£28,000 - 67,000
Air IT Ltd
Unit 7, Interchange 25 Business Park, Bostocks Lane, Sandiacre
£28,000 - 67,000
Requirements
Must:
- 5+ years experience as a Business Analyst, within ITSM and Service Desk environments
- Strong understanding of ITIL principles
- Experience with ConnectWise and ITSM platforms
- Familiarity with automation platforms (e.g. Rewst, Power Automate) and self-service tools
- Highly proficient in analysing data and identifying actionable insights
- Skilled in stakeholder engagement, workshop facilitation, and clear documentation
- Strong experience writing user stories and acceptance criteria
- Experience in Managed Service Provider (MSP) settings
- Prior involvement in service desk transformation or automation projects
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
Description
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 London and Nottingham, delivering measurable improvements in service efficiency and user experience. We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive.
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You can find Business Specialist salaries in the UK here.
How many Business Specialist jobs are in the UK?
Currently, there are 2543 Business openings. Check also: Project-Manager jobs, Product-Manager jobs, CRM jobs - all with salary brackets.
Is the UK a good place for Business Specialists?
The UK is one of the best countries to work as a Business Specialist. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for Business Specialist jobs in the UK?
UKTL, The Scouts Association, Bluefruit Software Limited, Arctic Shores, SwapTix, razorblue Careers, Roke Manor Research Limited among others, are currently hiring for Business roles in the UK.
The company with most openings is Hays Technology as they are hiring for 70 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.
The company with most openings is Hays Technology as they are hiring for 70 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.