IT Hardware Support Co-ordinator

Role Summary:

The IT Hardware Support Coordinator acts as the central operational bridge connecting end-users, hardware technicians, procurement, and external OEMs. This role ensures timely hardware fulfillment, SLA compliance for physical break-fix tickets, precise IT asset tracking across the hardware lifecycle, and seamless vendor coordination (warranty dispatches, RMAs).

Unlike hands-on bench repair technicians, the Coordinator focuses primarily on process execution, logistics scheduling, inventory accuracy, ticket routing, and cross-functional hardware support operations.

• Key Responsibilities: Dispatch & Incident Ticket Coordination Triage, prioritize, and assign incoming hardware service tickets through calls, emails, etc. to on-site technicians or field engineers.
• Monitor hardware requests, hardware dispatch, and issue resolution.
• Hardware Logistics & Deployment Scheduling Schedule and coordinate equipment distribution, swaps, and returns.
• Coordinate courier shipments, tracking, and physical returns of IT assets after service call completion.
• Conduct regular physical stock for IT Peripherals.
• Establish and monitor min/max safety stock thresholds for fast-moving items (RAM, Monitors, miuse, keyboards) and trigger replenishment orders.
• Vendor & Warranty Operations Manage hardware warranty service calls and Return Merchandise Authorizations (RMAs) with key OEMs (Peripheral Vendors).
• Schedule on-site vendor field service engineers, facilitate building security access, and verify completed repairs before ticket closure.