Business Analyst - ITSM

Short-term requirement for an ITSM Business Analyst (3 months). Primarily London-based , with occasional travel to other UK sites. Looking for someone who can come in and focus on Service Desk improvement, specifically: • Analysing ticket volumes and identifying root causes • Reducing tickets through process, self-service and identifying uses for automation • Documenting opportunities and turning them into clear user stories • Working with stakeholders to prioritise and implement changes • Defining KPIs around volume, resolution time and self-service adoption Experience needed: • Strong ITSM / Service Desk background • ITIL environment familiarity • MSP experience preferred • Experience with platforms like ConnectWise • Previously delivered service desk optimisation or automation work