ICT Service Delivery Shift Technician

COMPANY PROFILE

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally, we employ over 70,000 employees and operate in 48 countries.

ICT Service Delivery Shift Technician

Day/Night Continental Shift Pattern

Data Centre Solutions - Critical Environments

London, UK

To control and implement deliverables against all allocated Customer Specific Service Level/KPI Agreements. To make a direct contribution to the development and successful operation of the Managed Services function, working with colleagues to develop and implement departmental strategy, objectives and improvement processes.

The operational requirements for customer sites are to be a member of the team covering 24 hours a day 365 days per year on a shift Rota basis and to be available to cover shift members where possible.

The DCS Shift Technician is responsible for liaising with the DCS Shift Leader to ensure delivery of the requests is within the timescales expected.

It is always his/her responsibility to liaise closely with their customer and promote a positive image of the company

• Adhere to the rules and regulations as documented in the standards concerning Buildings and Communications rooms.
• Make sure all work completed is carried out to the standard expected by the client.
• Liaise closely with the customer and promote a positive image of the company at all times.
• Ensure that the shift leader or the CBRE DCS Infrastructure Manager is made aware of any issues within their team that may affect the ability to deliver the service against the agreed Service Level Agreements.
• Escalate any issues or concerns relating to the Data Halls or work on site to the Shift Leader or CBRE DCS Infrastructure Manager in a timely fashion.
• Ensure that your Shift Leader/Shift Manager and DCS Infrastructure Manager are made aware of any absence or lateness as per company procedure.
• Make sure all health and safety requirements are met and that any concerns or incidents are escalated to the DCS Shift Leader, document any accidents that occur.
• Ensure that the correct uniform is always worn and if additional items are required then notify the DCS SDM or Contract support team.
• Make sure that annual leave is requested within the correct time frames and as per company procedure.
• Make sure your time sheets are completed and signed by no later than 9am every Friday and are made available for the contract support team, any overtime must be submitted via the relevant form and made available at the same time.
• Ensure that emails and job queues are checked on a regular basis and actioned where necessary and completed within time frames.
• Ensure your toolbox talks are completed on a monthly basis
• Ensure TCM’s and e-permits are in place and have relevant approval prior to carrying out the associated task, notify Shift Leader if any discrepancies arise.
• Keep the workshop area and all relevant storerooms clean and tidy and ensure that the relevant stock spreadsheets are up to date.
• Ensure that you’re DCS Shift Leader or space planning team are advised of any hardware discrepancies you find within the data racks.
• Assist the DCS Shift Leader by surveying all Service Now requests upon receipt and ensure that sufficient infrastructure/cable management and cab specification installed are correct, notify the DCS Shift Leader should any issues be found.
• Assist with monitoring site specific workflows such as Service Now and ITA
• Ensure that the DCS Shift Leader and/or requesters are…