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Witness Name: Katrina Brooks
Statement No.: WITNO7250100
Dated: 16" March 2023
POST OFFICE HORIZON IT INQUIRY
FIRST STATEMENT OF Katrina Brooks
I, Katrina Brooks, will say as follows...
INTRODUCTION
1. I am a former employee of Fujitsu and held the position of Product Support
Engineer on the Horizon System Helpdesk.
2. This witness statement is made to assist the Post Office Horizon IT Inquiry (the
‘Inquiry’) with the matters set out in Rule 9 Request dated 20 January 2023
(the ‘Request’)
BACKGROUND
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3. I have been asked to set out details of roles held whilst employed by Fujitsu on
the Horizon Account.
4. In respect of my positions, I can confirm I started employment on the Horizon
Helpdesk as a Horizon System Helpdesk Advisor (HSD) from May 2000. Taking
calls from postmaster & postmistresses to help with navigational/horizon
transactional queries. The Horizon training kit was available to use on the
helpdesk when taking calls. After a period of time I moved onto the Horizon
Incident Team still within the Horizon Helpdesk for which my task was checking
the correct information was in calls from frontline agents with regard to
software/hardware, so that the call could then be reassigned to the correct route
for investigation. Hardware calls would be reassigned to engineering team for
engineers to attend to check or replace the part of equipment. Software calls
would be reassigned to the software team ensuring any error messages or error
codes were logged in the call. I can’t recall any specific error messages but we
had KELs (known error log) documents to follow. After a period of time I held
the position of Product Support Engineer — supervising a team of agents with
their daily tasks/call logging-hardware, software & network queries.
5. lamnot sure of the dates for various roles that I held during my time with Fujitsu
— starting from May 2000 — to June 2014.
6. In my view HSH/HSD provided adequate help and support to postmasters and
postmistresses when they called the helpdesk.
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Statement of Truth
I believe the content of this statement to be true.
GRO I
Signed:
Dated: 16 March 2023
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