Omar Hussain

Field Engineer @Dignity Group

London, GB

Dealing with incoming issues and faults in a professional, courteous manner over the phone, via email, in person or via any other method, providing first-time resolution where possible by conducting full and thorough diagnostics.• When required - attend any Dignity location to undertake technical work, take remedial courses of action, carry out site surveys etc.• Claiming and maintaining ownership of issues or faults escalated which were not resolved ‘first time’ and act as the main point of contact for Dignity staff, providing timely updates and ensuring the issue or fault is given the correct level of priority and attention.• Providing timely and effective updates to ensure issues and faults are progressed and cleared to high levels of customer satisfaction.• Identifying and escalating repeat issues, service risks or incidents into IT Management teams.• Identify appropriate training opportunities to ensure skills remain current.• End-user computing (including PCs, Printers, switches,access points and other network devices, peripherals and imaging technologies).• Site telephony; physical lines, broadband or associated technology, VoIP and call routing.• Mobile telephony solutions, including device management.• All software deployed by Dignity, including commercial, bespoke and internally-developed solutions.