At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what itâs like to be in your position when making those big decisions. It takes courage to make change happen in your life, and weâre here to help you with that.
Weâre here for the first step, the next step, and the big step.
Youâre not just a number to us. Youâve got to know youâll love working here. Itâs as important to us as you âbeing the right fitâ. We want to help you feel what itâs like to work at Evri, to see the value you can bring to any of our roles, and how we can help you grow. Weâre never one-size-fits-all. Our careers are as unique as you are.
We are looking for an IT Service Request Analyst to be responsible for responding to customer needs relating to all IT equipment, IT service requests, IT asset management requests, licensing management and queries and incidents. You will provide a single point of contact to business stakeholders for escalations in the absence of senior managers.
This role requires the holder to work on-site in Morley from Monday to Thursday, with the flexibility to work remotely on Fridays.
Evri is leading the way in creating responsible delivery experiences for everyone, everywhere, and thatâs how we approach our talent development. Weâre a kind, ambitious and diverse team, always supporting and encouraging each other. Our people are extremely important to our business, without them we wouldnât be where we are today, striving to do the best for our customers and clients. If you like what you hear, then weâd love you to apply!
You will be accountable for:
* Acting as a single point of contact for service request and asset management to business stakeholders providing 1st line support either by email, portal, phone, or face to face.
* Accurately categorising, prioritising and assigning incoming requests and incidents.
* Ensuring tickets are dealt with within SLA for requests and incidents. Conducting meetings with team managers to understand non-adherence to SLA.
* Taking part in testing of new releases and updates to ITSM tool and contribute to project work relating to the Request, Asset Management and Service Desk functions
* Managing sensitive and confidential information, taking responsibility for follow-up actions
* Managing stock levels, including physical audits, process equipment deliveries recording these in the asset management database.
* Managing purchase order system and ensuring accuracy of data i.e., GRN goods when they are received and report on spend.
* Provisioning hardware for new members of staff and issuing software licences
* Maintaining asset database and recording new or re-allocated hardware, assisting with internal audits and identifying discrepancies to help maintain integrity of data in CMDB
* Single point of contact for escalations in the absence of the team manager and assist with escalations in the absence of the team manager
* Attending and at times chairing the weekly software control committee meetings with key stakeholders and any other required meetings for Service Desk, Asset Management or Requests functions.
* Assisting with new starter training/mentoring for the team
* Assisting with service desk processes and procedures.
To be successful in this role you will require the followingâ¦
* 2+ yearsâ experience in IT Asset Management, Service Fulfilment role
* Good understanding of ITIL V4
* Good understanding of business processes and systems such as Service Now, XenSam, Active Directory, Jamf and Intune
* Experience with Microsoft Office suite
* Proactive and dynamic approach in assisting others
* High level of focus on providing excellent service to users and teams
* Good investigation/problem solving skills
* Able to prioritise own workload and assist with managing workload of others in the team
* Excellent communication needed to assist on projects and interact with multiple business areas
* SDI SDA would be advantageous
Why Work Here?
Weâre constantly looking at ways to become a more inclusive and diverse employer, and our benefits package is important to us. Hereâs some of what we currently offer:
* Flexible working
* 26 days + bank holidays, as well as an option to buy and sell up to 5 days holidays
* Bonus Scheme; an annual bonus that can earn up to £2,250 if you really push the boundaries
* Career progression framework; map out your next steps in your career
* Pension; 3% employer contribution on top of what you choose to commit yourself
* A range of discounts from our clients
* We also have a range of flexible benefits such as additional life assurance, critical life insurances and others to choose from
In addition to this, Evri have recently launched a fantastic new benefit which allows employees to request to work from anywhere in the world for up to 90 days.
At Evri, we know we only grow if our people do too. Thatâs why weâre committed to building a truly inclusive and diverse workplace where everyone can bring â and be â their whole authentic selves.
Weâre on a journey to better represent the customers we serve around the UK. Weâre committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business.
We are Evri. Where everyone is welcome.
Weâre excited for the future. Letâs deliver it together.
Reference Number: EVRI1056544-3665533
Location: Morley, Leeds