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 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 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 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 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 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


Organization & planning

Problem solving

Ability to work alone

Adherence and adaptability towards Values: Driven, Accountable, Innovative, Successful, Yours


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

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