24/05/2021
Windows 10 Deployments, Backups of the files, Data migrations and relevant Experiences. Scope of Activities
Summary
Desktop support
IMAC support
Asset refresh
Asset disposal activity (Excluding physical disposal)
Hardware break-fix of end-user devices
Mobile device troubleshooting
Conference room support – Audio-Video conferencing room support
Smart hands support
Incident recording and update
Liaison with the Partner Service desk, L2 and L3 group as needed (mostly applicable for dedicated sites)
Basic end-user training not exceeding 15 minutes
Third-Party / Vendor coordination
Key Activities
Provide onsite support (operational and technical)
Network & Telecom devices are included in support across all sites under the support model
Troubleshoot & resolve incidents associated with multiple equipment & software, provide break/fix support, advice and assistance to authorized users
Coordinate of related activities with the Service Desk support teams (remote & onsite)
Install applications, certificates and deployment of software
Coordinate with the third party as necessary to keep equipment and software in good working order
IMAC
Coordinate and plan installations, de-installations, cascades, moves, add/changes for all EUC Equipment, Software, and related Services to Client
Monitor client satisfaction and closely monitor Service Levels throughout the IMAC activity and following the delivery at predetermined intervals
Manage the recording and collection of the required inventory information and update the inventory system (or other Client inventory system)
With the approval of the Authorized User, back up Authorized User data, re-image End User Computing Devices and restore such Authorized User data to such End User Computing Devices. (e.g., personal preferences drive mappings)
Determine if there are any special requirements at the IMAC location(s) and coordinate physical space requirements
Confirm correct implementation of the IMAC with the designated Client end user as appropriate
Coordinate with third parties (e.g., network administrators, electricians and telecommunication specialists) with respect to changes required by Installation, Move, Addition, Change; (“IMAC”)
Asset Management
Perform asset tracking of End User Computing devices
Provision end-user computing devices for new joiners and/or relocated users
Collect end-user computing devices from leavers
Support user/device relocation and device life cycle activities
Adhere to the relevant Client policies covering the decommissioning of equipment
Follow the asset recovery process for Customer identified personnel who will be terminating in accordance with the required service standards
Manage end of life assets. Preparing lists of assets and coordinating with users for scheduling appointments for replacement, follow-up with a new user to make sure asset is functioning properly, maintain tracker
Validate that End User Computing Services are in compliance with warranties, seek guidance from the applicable vendors, if necessary, and comply with such warranties
Manage on-hand parts Inventory/PC Inventory to sustain SLA’s for warranty or non-warranty device replacement (spares)
OS Imaging
Maintain devices and install end user’s / customer’s approved global standard image and certified software as required by Authorized Users for Service Request, Incident handling and Life cycle events
Confirm post-delivery Authorized Users preferences and drive mappings
Validate and deliver when necessary service packs, hot fixes, PC health and applied updates for EUC devices in Service response
Anti-Virus & Malicious Code
Manage and maintain user’s / customer’s provided antivirus, logging and Malicious Code solutions for the End User Computing Devices as part of the End User Computing Services
Support End User Computing anti-virus and Malicious Code Incidents and Service Requests
Mobile Device Management
MDM- Support for any Mobile device issues
MDM- Support iOS and Blackberry and iPhone equipments utilized by Customer using remote System management tools and local support technicians as needed
Maintain, provide issuance of mobile Corporate Owned Devices and the collection of user’s / customer’s Authorized User agreements of these devices (e.g. iPad’s, iPhones, Cell Phones, Blackberries) via Service Request processes
Manage end-user tools (e.g. Blackberry Work and Skype for Business) activations for all regions
AV & VC Room Support
Provide Concierge services for audio visual needs
VC Support – Support for Video conference rooms
AV Support – Coordinate with Audio Visual equipment vendor for IMAC & Break fix
Assist with constructing meeting content (PowerPoint, video stream, web-ex, external video conferencing, webcast, special audio delivery, polling, etc.) when requested by Authorized User
Schedule, coordinate external vendor (ex. Web-ex) services in support of Authorized User events
Support / arrange preventative maintena
