Service Asset Management & IT Order Management - HCLTech Colombo

About the job

Role Overview:

The Service Asset Management & IT Order Management resource will be responsible for managing IT assets throughout their lifecycle, ensuring accurate inventory records, and supporting order fulfilment processes. The role involves coordination with internal teams, vendors, and end-users to maintain compliance, data integrity, and timely delivery of IT services.

Responsibilities:

L1 Responsibilities (Entry-Level / Support):

• Perform daily asset updates in the asset management database.
• Support order processing and tracking for hardware requests.
• Respond to basic queries related to asset status, location, and ownership.
• Ensure timely closure of service requests.
• Maintain documentation and logs for asset transfers, disposals, and returns.
• Escalate issues to L2 or relevant teams as needed.

L2 Responsibilities (Experienced / Specialist):

• Oversee end-to-end asset lifecycle management, including procurement, deployment, maintenance, and retirement.
• Validate and reconcile asset data across systems to ensure accuracy and compliance.
• Manage vendor coordination.
• Generate reports for audits and forecasting.
• Define and improve processes for asset tracking, order management, and compliance.
• Train and guide L1 resources on best practices and process adherence.
• Collaborate with other related teams for seamless operations.
• Handle escalations and resolve complex issues related to asset discrepancies, etc.

Required Skills & Qualifications:

L1:

• Basic understanding of IT hardware/software and inventory systems.
• Familiarity with ITSM tools (e.g., ServiceNow).
• Good communication and organizational skills.
• Attention to detail and ability to follow standard procedures.

L2:

• Strong knowledge of asset lifecycle, CMDB, and ITIL practices.
• Experience with vendor management and procurement coordination.
• Proficiency in reporting tools and Excel for data analysis.
• Ability to lead process improvements and mentor junior staff.

Preferred Certifications:

• ITIL Foundation (for both L1 and L2)