Tracking Code 1946 Job Description
JOB TITLE : Administrator, Customer Operations
REPORTS TO : Data Centre Manager Location : Sovereign House
POSITION FUNCTION :
To carry out administrator duties for all areas of Operations & Facilities at site and to assist with other administrative cover as required by the Data Centre Manager.
MAIN RESPONSIBILITIES :
Monitor the planned jobs queue to ensure that all orders are being managed effectively and progressed in order to meet committed dates
Optimise the resource utilisation by carefully assigning every job to the most appropriate engineer
Provide quotations for planned jobs to customers by assessing the feasibility of each request to make sure SLA levels can be met, providing the expertise in order for the Administrator to produce the quote
Make sure the daily activities of the data centre are performed on time and all the relevant logs / sheets are filled in properly
Monitor stock levels and tool utilisation, to keep an updated asset list for the tools ensuring they are maintained and serviced periodically
Ordering stock / tools equipment needed to complete installs
OMS Entry / Assigning and closing
Organising and managing customer installs
Assisting engineers FLS / Admin / Quote info
Managing Cross connect portal
Monitor Sov quotes / Sov ops
Assisting internal teams on projects e.g. IP
Co-ordinate the DF installs / DF queries
Capacity / Change Control Management
Keeps site info up to date e.g. updating Blink Map / Records
Arranging new customer set ups including surveys
Liaise with contractors / suppliers
Team Brief input
Meeting Planning / Minute taking
Lead contact for quoted works
To assist and cover the other administrative roles with the following duties;
Act as the co-ordinator for customer issues for the site, enter onto the issues log and ensure that this is provided to the Central Customer Service team on a weekly basis to enable customer issues to be proactively managed
Act as the first port of call for customer complaints (by e-mail, telephone or in person) to fully understand the nature of the complaint and either try to resolve immediately or pass onto appropriate person to ensure that customer issues are responded to as quickly as possible
Welcome customers and other visitors at the front desk reception, request registration and where appropriate notify relevant person(s) of their arrival in accordance with site access and security procedures
Ensure that customers on site are entered as arriving and leaving on Remedy to ensure that customer records are up to date and health and safety procedures are followed.
Allocate keys and access passes to customers and ensure that they are fully accounted for at all times
Maintain and update access lists within Remedy to ensure that all customer records are up to date as advised by customers
Receive first line support requests from customers for work to be carried out by engineers, acknowledge the request and log into Remedy so that customers requirements can be made at the earliest opportunity
Receive requests for quoted work, check in accordance with quoted work procedures and advise customer of completion of work to ensure that customers are fully satisfied
Act as the first point of contact for on site deliveries and ensure that correct procedures are followed. Manage the delivery storage area to ensure that all deliveries are stored and logged correctly
Receive telephone calls for the site and either provide a response personally or refer onto the relevant person as appropriate
Proactively contact customers to manage customers expectations in the event that we cannot meet expected deadlines to continually improve customer service and customer perceptions of the business
Provide training and support for Customer Service Engineers in understanding and implementing Remedy
Provide support to Customer Communication plan when required to ensure that proactive customer communications are managed expediently
Carry out monthly checks to ensure first aid kits on all floors are full and contents are in date.
Log details on First Aid Kit Content form. Advise the Data Centre Manager when supplies are low for re-order items where appropriate.
SKILLS AND EXPERIENCE :
Ability to liase effectively with internal and external customers
Excellent organisational skills
Excellent time management skills and the ability to prioritise
Proven written and verbal communication skills
Ability to apply company procedures
Ability to train others in use of procedures
Excellent telephone manner and listening skills.
Ability to meet and exceed targets and customers expectations.
Ability to know when to support colleagues.
Ability to produce work to a consistently high standard, attention to detail, data manipulation.
Capability to work independently and as part of a team.
Computer-literacy / IT skills email, data entry, excel, remedy
Previous experience in a customer-facing / user support role handling customer queries / issues.
PERSON SPECIFICATION :
To have a friendly and approachable attitude to work.
To be flexible and adaptable, self motivated and a pro-active worker.
Works well under pressure and to deadlines / targets.
Digital Realty : Where the cloud lives and business thrives :
We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data centre campuses.
Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivalled data centre expertise.
The new Digital Realty combines unparalleled data centre services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.
Our Mission :
To provide our customers with the trusted foundation for the digital world
Our Vision :
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.
Our Values :
Guide our decisions and actions every day above all else, we value customers, excellence, talent, teamwork and success.
Why Digital Realty :
Make an impact You’ll enjoy the satisfaction that comes with knowing your efforts positively impact company growth and your professional career.
The best of both worlds you'll find that working for our company may be a little bit different. We are small enough, with only 1,400 employees across our global portfolio, that your hard work will be visible throughout the organization, yet our extensive offering of services and solutions and proven track record of growth;
stability and industry-leading innovation give you the resources and tools you need to take your career to the next level.
Unique culture we are a collaborative, people-focused company dedicated to quality and continuous improvement. When you become a member of our team, you receive our commitment to your continued development and support.
Strong foundation our financial strength and stability provide our customers with the assurance that Digital Realty will be their partner for current data centre needs and those in the future, and our investment credit ratings provide us access to paths for more capital.
We view each of our customers as a long-term partner.
Green standard for sustainability we are committed to improving the performance and energy efficiency of our data centres through the creation, adoption and promotion of industry-
leading best data centre practices and experience. We are pioneers in thinking about green data centres and are also a Contributing Member of The Green Grid.
About Digital Realty
Since the Company's initial public offering in November 2004, Digital Realty has been a fast-growing leader in the design, development and operation of data centres worldwide.
We focus on providing data centre, colocation and information technology services, communications and social networking to financial services, manufacturing, energy, healthcare and consumer products.
As of March 31, 2018, the Company’s has 203 data centres, comprising approximately 27.6 million square feet, excluding approximately 3.
6 million square feet of space under active development and 1.5 million square feet of space held for future development, located throughout North America, Europe, Asia and Australia.
We stand out in the marketplace by offering innovative solutions driven by customers who see data centres not just as a technical investment, but also as a strategic platform for success.
Digital Realty is a publicly traded company (NYSE : DLR) with investment grade ratings from all three major ratings agencies.
Digital Realty is an equal opportunity employer.
Job Location London, London, City of, United Kingdom Position Type Full-Time / Regular