IT Asset Management Specialist (Heathrow)

Role Overview The IT Asset Management Specialist will oversee the end-to-end lifecycle of all IT hardware and related accessories. This role manages the Asset Depot and serves as the primary point of contact for all IT asset requests, working closely with IT Support (L1), IT Support Engineering (L2), and Endpoint Engineering. The specialist ensures timely asset deployment, accurate tracking, lifecycle governance, and compliance with audit and financial requirements. Key Responsibilities 1. End User Asset Services (Daily) Process ServiceNow tickets including: New hire deployments Device changes Break/fix replacements Accessory requests Maintain accurate and timely updates in CMDB Coordinate imaging, configuration, and troubleshooting with L1/L2 teams 2. Asset Lifecycle Management (Weekly/Monthly) Manage the 5-year refresh cycle (4 years in warranty + 1 year out of warranty) Handle asset recoveries for terminations, refreshes, and repairs Oversee cleaning, sanitization, redeployment, retirement, and disposal Maintain lifecycle accuracy in ServiceNow 3. Inventory & Procurement Management (Ongoing) Monitor inventory of laptops, desktops, peripherals, and accessories Place timely orders based on vendor lead times Track and reconcile all stock movement Coordinate with Endpoint Engineering for approved models and configurations Support vendor management, warranty escalations, and review meetings 4. Reporting, Compliance & Governance (Weekly/Monthly) Create and maintain BO reports, lifecycle dashboards, and audit/financial reports Provide asset utilization insights and refresh planning updates to leadership Ensure compliance with ITIL, SOX, and internal governance

Performance Expectations Meet all ServiceNow SLAs (priority: new hires, break/fix, accessories) Maintain >95% CMDB accuracy Ensure inventory forecasting supports 612 months of demand Deliver weekly lifecycle data and monthly executive reports Collaborate effectively with IT L1, L2, and Endpoint Engineering teams

Required Skills & Competencies Experience in IT Hardware Asset Management in enterprise environments Strong organizational and multitasking skills Proficiency with ServiceNow (Asset/CMDB), Excel, and business reporting tools Vendor and procurement management experience Strong written and verbal communication skills Familiarity with Intune and JAMF is preferred

Education & Certifications Bachelors degree in IT, Computer Science, Information Systems, Business, Finance, or equivalent experience Preferred (not required): CITAM CSAM ITIL Certification