The role is to be part of the Service Delivery Team and you would be responsible for managing the administrative aspects of Service Delivery and coordinating service delivery activities.
Role Responsibilities and Accountabilities
The responsibilities of this role include:
Administrative point of contact for customer orders (new numbers, porting/PSTN replacement, MPLS Circuit orders), cancellations and new enquiries
Provide clear and prompt communication with clients at all times
Ensure that provisioning tasks are submitted and worked on correctly within the agreed SLAs
Owner of the MPLS circuit reporting and all activities related to the administration of layer 2 connections
Liaise with suppliers/vendors to ensure services are delivered on time to our customers. This includes requesting quotes, capturing relevant details and updating/writing documentation related to MPLS circuits
Liaise with customers and Acct Managers to ensure that we have the correct and complete information from them to fulfil their requests
Handle customer and third-party sensitive information in accordance with the company information classification and handling policy
Task prioritisation
Adhere to established processes
To assist the Service Delivery Manager with the production of weekly and monthly reporting such MPLS reports.
To assist the SDM and Admin team on an ad hoc basis as required
Liaise with the Service Delivery Engineers to ensure that all work is completed with acceptable quality levels and to agreed timescales.
Report on active deliveries, flagging issues with missed delivery dates or technical challenges.
Review documents and making sure they have been filled in correctly by customers
Keep your tickets (in provisioning and service desk) up to date with the most current status and due dates as well and help monitor service desk queues
Skills/experience Required:
Previous experience in number porting and provisioning
Good written and verbal communication skills
Strong attention to detail is essential
Excellent customer support skills
Previously worked in Telecommunications or IT
Experience managing conflicting priorities and multiple parallel projects preferable
Previous Admin experience in a Telecommunications or similar Service Delivery environment desirable
Previous experience in managing layer 2 connections (MPLS Circuits) with vendors/customers desirable Strong organisational skills and time management
Educated to a min of A Level standard
Confident computer user, fluent in office applications such as Outlook, Teams, Excel & MS Word
Experience with ServiceNow or another service desk preferable but not essential
Key Personal Attributes
You can maintain high levels of professional behaviour even whilst working under pressure.
You are an excellent communicator, both written and verbal.
You can work to tight timescales under pressure, either alone or as a member of a larger team.
You are a responsible individual with a desire to take ownership of a problem and see it through to resolution.
You are open minded and can take a step back and look at a problem rationally, but without blinkers, enabling you to find alternate routes to success.
Enjoy working in a fast-paced ever-changing environment and can be flexible to changing situations
A natural interest to the telecoms and the technologies
