IT Desktop Support (Dispatch) CHL

Role Overview

The Field Engineer (FE) will be responsible for supporting end-to-end IT asset operations, including warehouse coordination, device preparation, deliveries, collections, and reporting. The role requires timely communication, proper documentation, and strict adherence to service level agreements (SLAs).

• Key Responsibilities*
• Warehouse & Asset Handling
• Receive incoming IT equipment at the warehouse when required
• Confirm total number of items received immediately upon delivery

Take clear pictures of

• Delivery documents
• Each asset (with visible serial number/service tag)
• Ensure all assets are stored properly in the designated warehouse area
• Maintain accurate tracking and documentation of all items

? 2. Device Verification & Imaging

• Power on devices to check for GE image/logo
• Share verification report via WhatsApp and email

If GE image is present

• Mark device as ready for deployment
• Return to proper storage

If GE image is NOT present

• Generate hash file as per instructions
• Share generated hash file promptly
• Delivery Operations
• Receive delivery requests via email
• Contact end users to confirm availability and schedule delivery
• Pick up device(s) from warehouse
• Deliver device(s) to user location with delivery form
• Obtain proof of delivery (POD)
• Share POD immediately after delivery
• Collection Operations
• Contact users to schedule pickup of old devices
• Collect devices and confirm completion
• Share update immediately after collection

Follow instructions for

• Secure wipe
• Diagnostics
• Share wipe and diagnostic reports

Service Level Agreements (SLA)

Acknowledge new requests

Within 2 hours

Schedule delivery/collection

Within 24 hours

Delivery completion

Within 24–48 hours after scheduling

Collection completion

Within 24–48 hours after scheduling

Share POD / reports

Same day (within 2–4 hours)

Hash file generation

Within 24 hours of request

Wipe & diagnostic report

Within 24–48 hours after collection

Communication & Reporting

• Provide timely updates via WhatsApp and email
• Report any delays or issues immediately
• Maintain clear and professional communication with users and team

Requirements

• Basic IT knowledge (laptops, OS, troubleshooting)
• Ability to follow instructions and meet deadlines
• Strong communication and coordination skills
• Attention to detail for documentation and reporting

Performance Expectations

• Timely execution of deliveries and collections
• Accurate documentation and reporting
• Compliance with SLA timelines
• Professional conduct with end users and team

Requirements

Requirements

• Basic IT knowledge (laptops, OS, troubleshooting)
• Ability to follow instructions and meet deadlines
• Strong communication and coordination skills
• Attention to detail for documentation and reporting