Service Desk Analyst.

Service Desk Functional Analyst

Location: UK-wide (Home-based with travel to client and partner sites as required)

Contract: Permanent

Overview

Our client, a major transformation and services organisation, is delivering a large-scale programme to implement a new operating model alongside a modern ERP platform. This programme spans contact centres, data, automation, and AI-enabled service delivery.

They are seeking a Service Desk Functional Analyst to support the design and implementation of a multi-channel service desk function. This role will help ensure a high-quality, end-to-end user experience and contribute to successful service transition and early operational support.

Key Responsibilities

• Support the development of service desk blueprints and operating models.
• Participate in workshops and stakeholder forums to validate service design.
• Align service desk processes with ERP capabilities and technical solutions.
• Assist in developing training content, test scripts, and transition plans.
• Contribute to early-life support and service improvement activities.

Essential Experience & Attributes

• Experience in service desk or support function design within complex service environments.
• Background in large-scale, shared service or multi-party implementations.
• Familiarity with service transition and operational readiness activities.
• Collaborative and user-focused approach to service design.
• Ability to work across remote and on-site delivery teams.

Desirable

• Experience with ERP-related service models.
• Knowledge of public sector service delivery and standards.
• Awareness of accessibility and inclusive service design.

Additional Information

• Candidates must be eligible to obtain Security Clearance for the duration of the role.
• This is a UK-based role with flexibility for remote working and occasional nationwide travel.