Business Analyst - Service Desk Operations

  • Job ref:


  • Location:

    Hatfield, Hertfordshire

  • Sector:


  • Job type:


  • Salary:

    £500 - £510 per day

  • Contact:

    Jamie Kenward

  • Email:

  • Published:

    9 months ago

  • Duration:

    6 Months

  • Start date:


  • Consultant:


Business Analyst - Service Desk Operations

Target Rate: £510 a day

IR35 Determination: Inside IR35

Location: Hatfield

Duration: 6 Months initially + extensions

Business Analyst - Service Desk Operations: You will join the Global Service Desk team of a global consultancy and use your experience of managing implementations within a Service Desk environment, ie the system that supports service desk services or IT Service Management such as Avaya, Siemens, Genesis, Remedy, Peregrine or Clarify

Brief overview of role:

As part of this hybrid role you will be based within the local IT team in Hatfield but will engage with all parts of the Global Service Desk (GSD) business and work closely with the GSD technical and design teams. The split of the role will be:

  • Business Analysis - 50%

  • Project Management - 30%

  • Consultancy - 20%


  • Owning and driving medium-to-large BTO projects from requirements definition through to deployment

  • Managing complex in-life changes

  • Managing pre-sales requests and providing consultancy services to the GSD Business and end customers

  • Help establish and promote GSD system standards and ensure the GSD business are adhering to a standard repeatable service desk solution

  • Interfacing directly with the service desk business, customer, technical and project management teams

  • Produce well-articulated and succinct documentation to support requirements definition, design, testing and support activities whilst producing projects plans, reports and risk and issue logs where appropriate

Your skills and experience:

  • Some experience of a system that supports service desk services or IT Service Management e.g. Avaya, Siemens, Genesis, Remedy, Peregrine or Clarify

  • Has been the lead/senior business analyst for an application development project or infrastructure project, delivered to (or within) a medium to large size company

  • Be able to write high quality requirements documents, test plans, project plans, user guides, highlight reports and release notes

  • Be able to guide the technical team at a detailed level on the functionality that needs to be delivered and any changes/enhancements that need to be made during the project lifecycle

  • Be able to carry out system testing prior to handing over for user acceptance testing

Apply now and I will call to discuss your situation and this role in more depth.