Position Details: Order Fulfilment Senior Assistant

Description:

The Order Fulfilment Senior Assistant plays a key operational role in supporting the hardware asset procurement and deployment process within the Hardware Asset Management (HAM) team.

This role is responsible for executing and overseeing day-to-day tasks related to hardware order fulfilment, from request processing to delivery and initial setup.

The Senior Assistant ensures accuracy, efficiency, and adherence to established service level agreements (SLAs) and internal policies, contributing to the seamless delivery of IT services and the integrity of the IT asset inventory.

• Process and manage hardware requests and orders, ensuring all necessary information is accurately captured and processed in a timely manner.

• Monitor and track the status of hardware orders from placement through to delivery, proactively identifying and addressing potential delays or issues.

• Perform accurate and timely data entry for new hardware assets into the ITAM tools and Configuration Management Database (CMDB) upon receipt and deployment.

• Manage inventory levels for commonly requested items, conducting regular stock checks, reconciling discrepancies, and preparing assets for deployment.

• Coordinate closely with internal logistics and IT end-user support teams to facilitate the efficient delivery, imaging, and initial setup of hardware for end-users.

• Resolve routine issues related to hardware order delays, discrepancies, or quality, escalating complex problems to the Order Fulfilment Assistant Manager as necessary.

• Assist in maintaining and updating documentation related to order fulfilment processes and procedures, suggesting improvements where appropriate.

• Generate regular reports on order fulfilment metrics, including lead times, order accuracy, and inventory levels, for review by the Assistant Manager.

• Communicate effectively with internal stakeholders (e.g., IT end-user support, Product teams) and external vendors regarding order details, delivery schedules, and issue resolution.

Adhere to all internal policies and procedures related to hardware asset management and procurement, ensuring compliance.

• Professional qualifications
• Desirable:
• Basic awareness of ITIL principles.

• Certifications in supply chain management or procurement.

• Experience/Knowledge of
• - Proven experience in an IT support, logistics, or operational role with a focus on hardware procurement or order fulfilment.

• Familiarity with hardware asset lifecycle management processes, particularly the acquisition and deployment phases.

• Understanding of basic procurement processes, vendor interaction, and inventory control principles.

• Knowledge of IT Service Management (ITSM) principles and frameworks (e.g., ITIL) is beneficial.

• Experience with ITAM tools (e.g., ServiceNow ITAM Pro) and their integration with CMDBs for data entry and reporting.

• Basic understanding of supply chain operations and logistics.

• Skills/competencies
• - Strong organisational skills with a high degree of attention to detail and accuracy in managing orders and inventory.

• Excellent communication and interpersonal skills, capable of liaising effectively with internal teams and external vendors.

• Good problem-solving abilities, particularly in managing order discrepancies and logistical challenges.

• Ability to work collaboratively within a team and coordinate tasks effectively, often with minimal supervision.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) for tracking, reporting, and data analysis.

• Proactive and self-motivated, with a focus on process adherence and identifying areas for minor improvement.

• Ability to manage multiple tasks and priorities in a dynamic environment.

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