IT Request Fulfilment Engineer
As a Senior IT Request Fulfilment Engineer, you will take a lead role in managing and optimising the end-to-end lifecycle of IT devices. On a day-to-day basis, you are responsible for provisioning and configuring devices for new starters, imaging and troubleshooting hardware, repairing and refurbishing equipment, and coordinating collection and postage for leavers. You will ensure all requests are processed within SLA and in line with IT policies, service standards, and approvals, delivering devices in a timely, secure, and customer-focused manner.
In addition to hands-on fulfilment, the senior engineer provides guidance and mentorship to junior team members, identifies opportunities to improve and automate device provisioning processes, and supports the development and enforcement of IT asset management policies and best practices. The role works closely with HR, IT teams, and service owners to ensure employees have the right hardware at the right time, while maintaining accurate asset records, tracking device lifecycle status, and supporting audit, compliance, and reporting requirements.
KEY RESPONSIBILITIES
* Act as a primary owner and escalation point for IT hardware and device fulfilment requests, ensuring tickets are logged, categorised, prioritised, and completed in line with agreed SLAs and OLAs.
* Lead the response and resolution of requests related to IT hardware provisioning, imaging, configuration, repair, refurbishment, and device collection/postage, providing guidance and support to junior team members.
* Ensure timely, clear, and proactive communication with colleagues and stakeholders throughout the ticket lifecycle.
* Oversee the provisioning of IT equipment, software, and services required for new starters, role changes, and leavers, ensuring a smooth onboarding and offboarding experience.
* Manage the end-to-end lifecycle of IT assets, including receipt, configuration, deployment, refurbishment, repair, and secure disposal.
* Order and manage hardware and software from approved suppliers, ensuring stock levels meet business requirements and optimising cost and efficiency.
* Maintain accurate and auditable records of IT assets, device assignments, and lifecycle status in asset management systems.
* Work closely with HR, IT teams, and service owners to ensure timely and accurate fulfilment of IT requests and alignment with business needs.
* Identify, design, and implement opportunities to automate, improve, and standardise hardware and service fulfilment processes.