Data Analyst - Service Desk Operations

ManageEngine, SQL, Tableau, Service Desk, Service Delivery

A large managed IT service provider is looking for are a skilled Data Analyst to join their end client, to support their Service Desk operations. The ideal candidate will analyse ticket data from ManageEngine, helping to prioritize tasks, manage workloads, and provide insights into trends and performance. Your work will directly impact our ability to manage customer expectations and optimise resource allocation.

Key Responsibilities:

• Data Review and Analysis: Examine ticket data to identify high-impact issues and prioritize work accordingly.
• Workload Management: Analyse workload by team, category, age, etc., to optimise task allocation and resource utilization.
• Customer Expectation Management: Use data to predict and communicate likely resolution times to customers.
• Trend Analysis: Monitor and report on trends in ticket volumes, types, and resolving areas to identify improvement opportunities.
• Resource Prioritization: Provide data-driven insights to guide decisions on where to allocate resources for maximum impact.
• Performance Insights: Evaluate and report on whether we are improving or worsening in our response times and issue resolution.

Key Skills and Experience:

• Proven experience as a Data Analyst or in a similar role, preferably within an IT Service Desk environment.
• Proficiency in data analysis tools and software (eg, Excel, SQL, Tableau).
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Excellent communication skills to convey findings and recommendations to stakeholders.
• Detail-oriented with strong organizational skills to manage and prioritize multiple tasks.
• Familiarity with ManageEngine or similar IT service management software is a plus.

3 months initially

Circa £300 per day inside IR35

Peterborough - on site