David Purcarea Email & Phone Number

Undy, Wales, Gb

Magor, Wales, United Kingdom

Monitor and manage the 1st line response to alarms, prioritizing severity and perform initial troubleshootingRaise, update, and follow up on trouble ticketsEngage 2nd lines, field services and third parties whenever necessary and coordinate spares replacement and evasive manoeuvresKeep the managing team up to date regarding critical faults and take part in Root Cause Analysis meetingsProactively analyse data from Network Monitoring Tools and determine best course of action to help prevent faults from happeningCreate or update internal documentation regarding actions taken to sort specific case scenarios so that information can be shared among the teamRespect customer SLAs

Magor, Wales, United Kingdom

Answer and process customer fault calls in a professional, responsible and consistent manner. Conduct transactions accurately, which adhere to SLA measurements as per customer contracts. Log support calls from customers on the fault management system and pass to the relevant technical support resource and/or escalate appropriately, either internally or externally. Manage faults to a satisfactory conclusion (identifying and responding to faults on the fault management systems, liaising with 3rd party suppliers, handling faults through to resolution); Ensure on a daily basis that all open calls are progressed and that customers are kept regularly updated on progress. Dispatch appropriate engineering resource across the world to customer site as necessary to achieve fault resolution. Monitor the Indigo Support email account and take the appropriate course of action to meet the customer SLAs. Monitor customer third party systems, and regularly chase for updates until resolved. Monitor and act on the time commitments to ensure SLAs are met. Follow the defined GSD processes and procedures before escalating to the GSD Team Leaders in the event of a potential SLA failure. Carry out any further ad-hoc tasks requested by the Service Desk Manager or GSD Team Leader during day and night shifts.

Bristol, England, United Kingdom

Bristol, England, United Kingdom

Caldicot, Wales, United Kingdom

Avonmouth, England, United Kingdom

West Midlands, England, United Kingdom

Cheltenham, England, United Kingdom

Driving service buses on designated routesStrong customer interactionsFirst use checks Cash handling

Worcester, England, United Kingdom

Adhering to food handling proceduresDelivering within tight time slots Safe and courteous driving manner

Bachelor'S Degree, Classical And Ancient Studies

Gcse, English+Maths, 5