IT Request Fulfilment Analyst

Location: Remote

At Evri, we're committed to delivering brilliant technology experiences for our colleagues, ensuring they have the tools, equipment and support they need to perform at their best. We're looking for an IT Request Fulfilment Analyst to join our IT Service Fulfilment & Escalation team, playing a key role in delivering an efficient, responsive and customer-focused IT service across the business.

This is an exciting opportunity for someone who enjoys working in a fast-paced environment, thrives on organisation and attention to detail, and is passionate about providing outstanding customer service. You'll be at the heart of our IT operation, managing service requests, provisioning hardware and software, maintaining asset records, and ensuring requests are fulfilled seamlessly from start to finish.

What You'll Do

• Act as the first point of contact for IT service requests and incidents, providing excellent support via phone, email, portal and face-to-face interactions
• Accurately log, categorise and prioritise requests, ensuring they are routed to the correct resolver teams
• Manage ticket queues, proactively reducing aged tickets and ensuring SLA commitments are achieved
• Coordinate with internal IT teams, suppliers and business stakeholders to progress and fulfil requests efficiently
• Provision laptops, hardware, peripherals and software licences for new and existing colleagues
• Maintain accurate records within ServiceNow and the Configuration Management Database (CMDB)
• Manage IT asset allocations, stock levels and hardware lifecycle activities
• Raise purchase orders, process goods receipts and support spend tracking activities
• Liaise with suppliers to obtain quotations, arrange deliveries and coordinate deployments
• Assist with testing new ITSM releases, enhancements and service improvement initiatives
• Identify recurring issues, trends and opportunities to improve knowledge, processes and service performance
• Ensure all tickets, asset records and documentation remain accurate, complete and audit-ready

What You'll Bring

• Experience working within an IT Service Desk, IT Operations or IT Request Fulfilment environment
• Strong understanding of IT Service Management processes, including Request Fulfilment and Incident Management
• Experience using ServiceNow or a similar ITSM platform to manage requests, approvals and workflows
• Knowledge of SLA management, prioritisation and escalation processes
• Strong organisational skills with the ability to manage multiple tasks and competing priorities
• Experience supporting asset management, stock control or CMDB activities
• Good Excel and reporting skills, with the ability to analyse trends and identify improvement opportunities
• Excellent communication skills and a customer-first approach
• High attention to detail and a commitment to maintaining accurate data and records
• A proactive mindset with a passion for continuous improvement

Desirable

• ITIL v4 Foundation qualification (or working towards)
• ServiceNow certification or advanced ServiceNow experience
• Experience managing hardware procurement, purchase orders and supplier relationships

Why Evri?

This is an opportunity to join a collaborative IT team supporting thousands of colleagues across the business. You'll gain exposure to service management, asset management, supplier engagement and continuous improvement initiatives, while making a direct impact on the quality and efficiency of IT services across Evri.

Whether you're helping a new starter get set up on day one, ensuring critical requests are fulfilled on time, or identifying ways to improve our processes, you'll play an important role in keeping our colleagues connected and productive.

Ready to make an impact? Apply today and help deliver the technology services that keep Evri moving.