Service Request Analyst

Service Request Analyst

Morley, Leeds (4 days onsite, 1 day remote)
£160 per day (Inside IR35)
Immediate Start
6-Month Rolling Contract (Long-Term Opportunity)

The Opportunity

We are currently recruiting for a Service Request Analyst to join a well-established IT function based in Morley, Leeds. This is a 6-month rolling contract with strong long-term prospects - the role has been in place for over four years, demonstrating genuine stability and ongoing business need.

You'll be joining a supportive, fast-paced environment where excellent customer service and teamwork are at the heart of everything.

The Role

Reporting to the IT Service Request Manager, you will be responsible for delivering high-quality support to internal colleagues and end users. You will manage service requests and incidents via ServiceNow (ITSM toolset), email, and face-to-face interaction.

This is a high-volume, customer-focused position suited to someone who enjoys taking ownership and delivering resolutions efficiently.

Key Responsibilities

• Act as the primary point of contact for customer queries and service requests

• Assess, approve, and resolve incidents and service requests

• Take full ownership of requests from initiation through to resolution or escalation

• Work to agreed SLAs and meet team KPIs

• Maintain strong knowledge of internal processes and procedures

• Collaborate with Service Desk and resolver teams

• Support device builds including laptops and mobile phones (EUC devices)

• Contribute to continuous improvement and team performance

Key Stakeholders

You will work closely with:

• IT Service Desk and Resolver Teams

• Asset Management

• Project Managers

• Supplier Management

• Finance & Procurement

• Internal colleagues across all business levels

What We're Looking For

• Experience working within an IT Service Desk or Service Request environment

• Strong customer service and communication skills

• Experience using ITSM tools (ServiceNow preferred)

• Ability to manage workload in a fast-paced, high-volume setting

• Strong organisational skills and attention to detail

• Team player with a proactive mindset

Why Apply?

• Long-term contract opportunity

• Stable and established role within the business

• Supportive team environment

• Excellent progression opportunities for the right individual

• Immediate start available