Associate, IT Operation (IT Assets)

Company Description

Material is a modern marketing services firm powered by sophisticated analytics, deep human understanding and a specialized type of creativity, design thinking. Headquartered in LA, the company has grown consistently for nearly 50 years to 1700+ employees in offices including in NY, Austin, Gurgaon and London. Material has actively acquired a portfolio of businesses to build a unique, integrated marketing services business with key capabilities in analytics, intelligence and experience for an array of top-tier clients in entertainment, tech, retail, healthcare, and packaged goods.

Overview

Material IT prides itself on embodying Material’s BUILD values by showing Bold Ownership, Unity, having Impact, Learning and Diversity. Our Helpdesk Leads play a vital role in bringing these values to life by overseeing day-to-day operations of the Material IT Helpdesk team, bringing a People First orientation to our hybrid and in-person customer service. Helpdesk Leads mentor teams of Helpdesk agents, handling escalations, and modelling best practices to drive continuous improvement of the Material IT Helpdesk. Reporting to the Helpdesk Manager, you will have a positive impact by improving First Reply and Full Resolution times in a courteous, professional manner that demonstrates Material IT puts People First.

Location: Gurugram, India (Work from Office only)

Reporting: Senior Manager

Responsibilities

o Quality Assurance: Ensuring tickets are handled promptly, accurately, and professionally.

o Operational Efficiency:

o Assist with the issuance and return of IT assets (laptops, monitors, peripherals, etc.) to/from employees.

o Maintain up-to-date and accurate inventory records in the asset management system (e.g., KEKA, Freshservice).

o Perform physical audits and tagging of IT hardware.

o Ensure proper documentation, including acknowledgment forms and asset handover reports.

o Coordinate with WPE/Logistics teams for delivery and recovery of IT equipment for remote and office-based users.

o Capture and maintain asset condition photos during issuance and return.

o Support the IT team in procurement, repairs, and warranty tracking of hardware.

o Help resolve basic hardware issues and escalate to the appropriate IT support personnel when necessary.

o Monitor asset movement and ensure adherence to asset management policies.

o Assist in preparing reports and summaries for finance, compliance, and IT audits.

o Should be ready to Support IT Operations and Helpdesk as and when required.