IT Service Request Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary point of contact for IT service requests and incidents through phone, email, portal, and face-to-face interactions

• Record, categorize, and prioritize requests, directing them to the appropriate resolver teams

• Oversee ticket queues, minimize aged tickets, and meet SLA commitments

• Collaborate with internal IT teams, suppliers, and business stakeholders to fulfill requests

• Provision laptops, hardware, peripherals, and software licenses

• Maintain records in ServiceNow and the Configuration Management Database (CMDB)

• Manage IT asset distribution, stock levels, and hardware lifecycle activities

• Generate purchase orders, process goods receipts, and assist with expenditure tracking

• Secure supplier quotations, organize deliveries, and coordinate deployments

• Support ITSM release testing, enhancements, and service improvement initiatives

• Identify recurring issues, trends, and opportunities for enhancing processes and service performance

• Ensure tickets, asset records, and documentation are accurate, complete, and ready for audit

⛳️ Requirements

• Experience in an IT Service Desk, IT Operations, or IT Request Fulfillment setting

• Strong comprehension of IT Service Management, Request Fulfillment, and Incident Management

• Familiarity with ServiceNow or a comparable ITSM platform for handling requests, approvals, and workflows

• Knowledge of SLA management, prioritization, and escalation processes

• Excellent organizational skills to manage multiple tasks and competing priorities

• Experience with asset management, stock control, or CMDB operations

• Proficiency in Excel and reporting, including trend analysis and identifying areas for improvement

• Outstanding communication skills with a customer-first approach

• High attention to detail and dedication to maintaining accurate data and records

• Proactive attitude and enthusiasm for continuous improvement

• ITIL v4 Foundation certification or progress towards it (desirable)

• ServiceNow certification or advanced experience with ServiceNow (desirable)

• Experience in managing hardware procurement, purchase orders, and supplier relationships (desirable)

🏝️ Benefits

• Gain exposure to service management, asset management, supplier engagement, and continuous improvement initiatives

• Work in a collaborative IT team environment

• Opportunity to have a direct impact on the quality and efficiency of IT services