Dewan Choudhury Email & Phone Number

Birmingham, United Kingdom

➢ Diagnosing and repairing photocopiers and printers - Sharp, HP, Samsung, OKI, Kyocera and various other models.➢ To repair and service office equipment in customers premises and workshops in a professional and courteous manner, ensuring customers receive a first class service➢ Configuring new Multi-Functional Devices (MFD) installs for printing and scanning on various network infrastructure➢ Implementing all appropriate modifications and keep up to date with technical bulletins, and following servicing schedules and highlighting problem machines➢ Understanding COSHH and health and safety regulations, and to adhere to them while working in customers premises and company workshops➢ Using the latest hand-held technology to plan and clear calls and order parts and prioritise workload➢Provide Help Desk and Remote Resolution cover

Birmingham, United Kingdom

Effective management and control of the fault ticket queues. Ensure that customer raised faults are driven to timely resolution and closed within agreed SLA’s. Provide assistance with Escalation (Level 1&2). Provide cover for management absence, meeting and breaks. ➢ Update customers to agreed timescales throughout the life of the fault. ➢ Queue Management - Ticket Allocation➢ Queue management - dynamic task allocation➢ Liaise with 2nd/3rd line data and transmission engineers➢ Proactive Network Tickets managements➢ Action queue owner➢ Monitor Group Mailbox➢ Resolve aged tickets➢ Jeopardy management➢ Service performance report➢ Provide help, assistance and advice to advocates on tickets and customer queries➢ MAFPOC – Managed at first point of contact➢ Escalations Level 1 & 2➢ Test BT tail Circuits➢ Manage Action for field engineers (FER)➢ Assist with Circuits provisioning failures through account and service management team

Birmingham, United Kingdom

❖ Logging Faults❖ Liaise with 2nd/3rd line data and transmission engineers❖ Assigning tickets to revolver agency❖ Updating customers❖ Workpool Management❖ Provide Coaching/Refresher training to team members❖ Carry out first line diagnostics (MAFPOC)❖ Use in house systems to validate/resolve faults❖ End to end management of BT tail circuit faults using BTeco

Birmingham, United Kingdom

❖ Dealing with customer enquiries from line faults to onward connection❖ Handling 999 calls, establish callers emergency and passing calls to relevant emergency authority❖ Searching Business and Residential database for contact numbers❖ Handling 101 call, establish callers location and passing to relevant 101 advisor