Location: Filton, UK

Job Title Stores Operative

Objectives

The Stores Operative is required to act both as a specialist in managing assets and maintaining accurate CMDB records for stock within HCL control.

You will be responsible for Hardware Asset Management based on-site at Chester and on the associated sites in line with industry best practice and common tools.

You will need to act as a first point of contact for HCL and the customer in relation to Asset reporting and queries, and to assist with ad-hoc lines of enquiry when required.

Key Responsibilities

  • Accept deliveries of assets delivered to the site.
  • Manage stock by booking-in, booking-out and maintaining an auditable trail of stock within HCL ownership.
  • Work closely with the customer asset management teams, attend customer meetings in relation to stock management.
  • Unbox and bundle assets ready for dispatch or collection.
  • Arrange courier shipments for assets between customer premises by online/telephony/email messages.
  • Escalate via Team leader any day to day issues.
  • Periodically review HCL Security Policies – centrally hosted on the Intranet – to ensure full compliance with current legal, regulatory and company requirements.
  • Provide holiday and sickness cover for other sites within the HCL group.
  • Be willing to travel and stay overnight when required to do so in covering other sites
  • Carry out any ad hoc’ assignments as and when required.
  • To be compliant with health and safety company policy and legislation.
  • Responsible for all hardware asset management – Receipt to deployment.
  • Ensure the use of integrated asset management tools and processes, where applicable
  • Ensure customer satisfaction.
  • Assistance with disposal process of redundant assets.
  • Assistance with store audits as and when requested.
  • Own and maintain fully auditable end-to-end processes for robust stock control.
  • Ensure storage areas are kept clean and tidy.
  • Monitor, check, accept or redirect new calls assigned to HCL system queues and either provide call allocation to the engineers based on their current workload and/or perform an overview of calls ensuring that none are to breach SLA.
  • Check for quality updates in tickets from the engineers and feedback any issues to the Team Leader.
  • Where appropriate, make appointments for engineer/customer visits and ensure that both the customer and engineer are kept in the loop on any changes prior to, up to and after any scheduled appointment.
  • Monitor calls assigned to the engineers to ensure that they are actioned within SLA or as per any pre-arranged appointments.
  • Ensuring all call and completion updates are recorded accurately as per current processes and procedures.
  • Escalate calls approaching breach of SLA to the engineer and/or appropriate Team Leader.
  • To carry out other ad-hoc admin tasks as requested by the Team Leader. An example will be to provide backfill/coverage for the reporting function which provides M.I. from the ticketing data.
  • Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
  • Periodically review HCL Security Policies – centrally hosted on the Intranet – to ensure full compliance with current legal, regulatory and company requirements.
  • At times carry our the OS building and hardware support of IT on site.
  • Knowledge, Skills, Experience

  • Knowledge of IT Infrastructure and technology.
  • Good numeracy skills.
  • Working knowledge of Excel and Word.
  • Understanding of Third Party Logistics.
  • Understanding of Asset Management.
  • Previous experience in shared environments crucial.
  • Customer services environment understanding.
  • Understanding of SLA’s.
  • Planning skills together with housekeeping (documentation, etc.).
  • PC literate
  • Decision making
  • Initiative
  • Organization & planning
  • Problem solving
  • Ability to work alone
  • Adherence and adaptability towards HCL Values: Driven, Accountable, Innovative, Successful, Yours
  • Self-motivated
  • Able to use own initiative
  • Team player
  • Excellent Telephone manner
  • Confidence in managing workload for others
  • Communication skills
  • Can Do attitude
  • Approachable and willing to approach
  • Ability to priorities
  • Attention to detail
  • Ability to make quick, accurate, decisive decisions in order for service delivery to meet SLA’s
  • Ability to work under pressure as an individual or within a team