Job SummaryJob Summary : E1 – Dispatch & Logistics Coordinator / Onsite Support CoordinatorJob Description : The E1 Dispatch & Logistics Coordinator provides operational coordination support for onsite IT service delivery by managing dispatch activities, coordinating with end users, OEM vendors, warehouse partners, and maintaining asset/CMDB records. The role ensures smooth execution of hardware replacement, repair, refresh, logistics, and field support activities while maintaining accurate inventory and service records across the organization.Key ResponsibilitiesJob Responsibilities : 1. Dispatch Partner Coordination
- Coordinate with dispatch partners and field engineers for ticket assignments and service delivery.
- Track dispatched cases and ensure adherence to agreed Service Level Agreements (SLAs).
- Monitor open queues and follow up on pending dispatch activities proactively.
- Escalate delays or service risks to the appropriate stakeholders in a timely manner.
- Maintain dispatch status updates in the ticketing system and ensure accurate logging.
- Generate dispatch summary reports and share updates with team leads and operations management. 2. User Coordination
- Act as the primary point of contact for end users regarding hardware delivery, replacement, repair, and collection activities.
- Schedule user appointments for onsite support, device swaps, and hardware refresh programs.
- Communicate ticket updates, delivery schedules, and service status to users in a timely and professional manner.
- Gather user confirmations, acknowledgements, and satisfaction feedback at service closure.
- Ensure a positive user experience through proactive and clear communication throughout the service lifecycle.
- Maintain records of user interactions and coordination activities for audit and reporting purposes. 3. OEM / Vendor Coordination
- Coordinate with OEMs such as HP, Dell,



Lenovo, and authorized service partners for warranty cases and repair activities.
- Track OEM service requests, repair status, and parts availability through the service lifecycle.
- Arrange spare parts delivery and OEM engineer visits as required for onsite repairs.
- Follow up with vendors regularly to ensure timely resolution and SLA compliance.
- Maintain accurate records of all warranty claims, repair cases, and OEM escalations.
- Support vendor performance tracking and highlight recurring issues to the operations team. 4. Warehouse Coordination
- 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 programs, and bulk deployment activities.
- Ensure proper documentation of asset issuance, returns, and transfers in relevant systems.
- Assist in managing logistics activities and device lifecycle including disposal and decommission processes.
- Communicate with warehouse teams to confirm dispatch readiness and shipment status for all service activities. 5. CMDB Updation & Asset Management
- Update CMDB records accurately for asset allocation, device swaps, returns, and disposals.
- Maintain asset inventory accuracy including ownership, location, and assignment information.
- Validate serial numbers, asset tags, physical locations, and user mappings in the CMDB.




- Perform regular audits of asset records to ensure data integrity and compliance.
- Support asset lifecycle tracking, reporting, and data cleansing activities.
- Collaborate with the IT asset management team to align CMDB data with ground-level inventory. 6. Ticket & Documentation Management
- Update incidents, service requests, and work orders in ITSM tools such as ServiceNow, Remedy, or similar platforms.
- Maintain operational documentation, activity logs, and process records.
- Generate daily/weekly status reports and share with the operations team as required.
- Ensure closure notes, supporting documentation, and evidence are complete and accurate for all service activities.Skill RequirementsSkill Requirement :
- 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 quick-paced operational environment.
- Basic proficiency in MS Office tools (Excel, Outlook, Word) for reporting and communication.Other RequirementsOther Requirement :
- Graduate in any discipline; IT-related qualification preferred (B.Sc. IT, BCA, B.Tech, Diploma in IT, etc.).
- 0–2 years of experience in IT support, service desk operations, dispatch coordination, logistics, or asset management.
- ITIL Foundation certification is an added advantage.

📌 Engineer - Program & Project Management (Madurai)
🏢 HCL
📍 Madurai