Engineer - Program & Project Management

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Projektledning · Logistikhantering

I korthet

The E1 Dispatch & Logistics Coordinator provides operational coordination support for onsite IT service delivery, managing dispatch, coordinating with users and vendors, and maintaining asset records. This role ensures smooth execution of hardware replacement, repair, refresh, logistics, and field support activities while maintaining accurate inventory and service records.

Ansvarsområden

Coordinate with dispatch partners and field engineers for ticket assignments and service delivery.
Track dispatched cases and ensure adherence to agreed SLAs.
Monitor open queues and follow up on pending dispatch activities.
Escalate delays or service risks to stakeholders.
Maintain dispatch status updates in the ticketing system.
Generate dispatch summary reports.
Act as the primary point of contact for end users regarding hardware delivery, replacement, repair, and collection.
Schedule user appointments for onsite support, device swaps, and hardware refresh.
Communicate ticket updates, delivery schedules, and service status to users.
Gather user confirmations and satisfaction feedback.
Maintain records of user interactions.
Coordinate with OEMs (HP, Dell, Lenovo) and service partners for warranty cases and repair activities.
Track OEM service requests, repair status, and parts availability.
Arrange spare parts delivery and OEM engineer visits.
Follow up with vendors for timely resolution and SLA compliance.
Maintain accurate records of warranty claims, repair cases, and OEM escalations.
Coordinate with warehouse teams for stock availability, shipment processing, asset receipt, and return logistics.
Track hardware movement between warehouse, end users, OEMs, and onsite support locations.
Support inventory reconciliation, hardware refresh, and bulk deployment.
Ensure proper documentation of asset issuance, returns, and transfers.
Assist in managing logistics activities and device lifecycle including disposal and decommission.
Update CMDB records accurately for asset allocation, device swaps, returns, and disposals.
Maintain asset inventory accuracy including ownership, location, and assignment.
Validate serial numbers, asset tags, physical locations, and user mappings in the CMDB.
Perform regular audits of asset records.
Update incidents, service requests, and work orders in ITSM tools.
Maintain operational documentation, activity logs, and process records.
Generate daily/weekly status reports.
Ensure closure notes, supporting documentation, and evidence are complete and accurate.

Krav

Knowledge of IT Service Management (ITSM) processes and frameworks (ITIL Foundation preferred).
Basic understanding of hardware lifecycle management and IT asset management concepts.
Hands-on experience or familiarity with ticketing tools such as ServiceNow, Remedy, Matrix42, or similar ITSM platforms.
Good communication and interpersonal skills for effective stakeholder coordination.
Strong attention to detail and accuracy in documentation and data management.
Familiarity with CMDB structure and inventory management concepts.
Ability to multitask and work effectively in a fast-paced operational environment.
Basic proficiency in MS Office tools (Excel, Outlook, Word) for reporting and communication.
0–2 years of experience in IT support, service desk operations, dispatch coordination, logistics, or asset management.

Önskade kvalifikationer

Graduate in any discipline; IT-related qualification preferred (B.Sc. IT, BCA, B.Tech, Diploma in IT, etc.).
ITIL Foundation certification is an added advantage.

Förmåner

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company, home to more than 230,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Work with clients across all major verticals.
Providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Färdigheter

IT Service ManagementITILHardware Lifecycle ManagementIT Asset ManagementServiceNowRemedyMatrix42Communication SkillsInterpersonal SkillsAttention to DetailData ManagementCMDBInventory ManagementMultitaskingMS OfficeExcelOutlookWord

#IT Service Delivery#Dispatch#Logistics#Onsite Support#Asset Management#Inventory Management#ITSM#End User Support#Hardware Replacement#Field Support#CMDB#ServiceNow#Remedy

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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