IT Service Request Analyst

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Evri

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1974

📦 Logistics

🚗 Transport

🛍️ eCommerce

Logistics • Transport • eCommerce

Evri is a UK-based parcel delivery and logistics company, formerly known as Hermes. It provides last-mile courier and parcel delivery services for consumers and retailers, focusing on e-commerce deliveries, drop-off and collection points, and nationwide transportation of parcels. Evri operates as a carrier for online retailers and serves both consumer (B2C) and business (B2B) shipping needs within the UK and internationally.

📋 Description

• 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