IT Service Request Analyst
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Job Description
IT Request Fulfilment Analyst managing service requests, hardware provisioning, assets, and supplier coordination for Evri. Improving IT service performance through ServiceNow, SLA management, reporting, and accurate CMDB records.
Responsibilities:
- Act as the first point of contact for IT service requests and incidents via phone, email, portal and face-to-face interactions
- Log, categorise and prioritise requests and route them to resolver teams
- Manage ticket queues, reduce aged tickets and achieve SLA commitments
- Coordinate with internal IT teams, suppliers and business stakeholders to fulfil requests
- Provision laptops, hardware, peripherals and software licences
- Maintain records in ServiceNow and the CMDB
- Manage IT asset allocations, stock levels and hardware lifecycle activities
- Raise purchase orders, process goods receipts and support spend tracking
- Obtain supplier quotations, arrange deliveries and coordinate deployments
- Assist with ITSM release testing, enhancements and service improvement initiatives
- Identify recurring issues, trends and opportunities to improve processes and service performance
- Maintain accurate, complete and audit-ready tickets, asset records and documentation
Requirements:
- Experience in an IT Service Desk, IT Operations or IT Request Fulfilment environment
- Strong understanding of IT Service Management, Request Fulfilment and Incident Management
- Experience using ServiceNow or a similar ITSM platform for requests, approvals and workflows
- Knowledge of SLA management, prioritisation and escalation processes
- Strong organisational skills for managing multiple tasks and competing priorities
- Experience with asset management, stock control or CMDB activities
- Good Excel and reporting skills, including trend analysis and identifying improvement opportunities
- Excellent communication skills and a customer-first approach
- High attention to detail and commitment to accurate data and records
- Proactive mindset and passion for continuous improvement
- ITIL v4 Foundation qualification or working towards it (desirable)
- ServiceNow certification or advanced ServiceNow experience (desirable)
- Experience managing hardware procurement, purchase orders and supplier relationships (desirable)
Benefits:
- Exposure to service management, asset management, supplier engagement and continuous improvement initiatives
- Collaborative IT team environment
- Opportunity to make a direct impact on IT service quality and efficiency
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