ICAM - IT Service Request Analyst

Posted Wednesday, 5 August 2026 at 00:00 | Expires Friday, 7 August 2026 at 23:59 Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8—to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group. 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. Evri Group for everyone We’re committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves. We’re also on a mission to be the UK’s most accessible delivery business. We’ve partnered with Scope, the leading disability equality charity, to improve deliveries for millions of customers and give extra support to our colleagues and couriers who need it. Collaboration is key because we work better together. Bring passion, ambition and an open mind, and in return we’ll give you respect, flexibility and a place where you can thrive. At Evri Group, everyone is welcome.