Incident Management Services:
- Provide Incident detection, reporting, recording, and initial support.
- Provide Incident investigation, diagnosis, impact analysis, and reclassification as required.
- Utilize and update the Customer Incident Management System with all relevant information relating to an Incident.
- Resolve dispatch orders that are not resolvable by remote Support and onsite Incident tasks arising, including break/fix Equipment and Software support.
- Act proactively, and coordinate with all other parties (including Third Parties and other Customer IT functions) as needed in order to resolve Incidents
- Maintain overall responsibility for all incident activity to the point of closure, as confirmed by Customer Authorized User.
IMACD (Installation, Move, Add, Change and Dispose):
DSS (Desk side Software Support):
- Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
- Manage IMAC and desk side support services.
- Manage hard and soft break fix services for laptops and desktops.
- Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
- Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
- Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
- Ensure that each Desktop Device is installed with the appropriate Desktop image.
- Manage Desktop Devices (hardware and software) incidents through to resolution.
- Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
Smart Hand support:
- Network
- Servers – Connectivity support, OS installation, basic troubleshooting in co-ordination with remote team
- Printer equipment
Asset Management (inwards and outwards):
Update inventory & Stock management using Asset management tool for tracking inventory and stock management. Input, maintain, update and track up-to-date full Lifecycle data for all Assets used or operated in the End User Environment, regardless of whether the Asset is owned, leased or licensed by Supplier or Customer (including Equipment, Software, Operating Systems and Applications) and associated maintenance, including System establishment, Refresh, decommissioning, redeployment, end of life and disposal data, within the Asset Management Systems
Device wiping
Follow the disposal process, including erasing of data, for all decommissioned
MDTs using Provided Data Wipe tool.
Handheld computing devices
- Software on best effort basis (i.e., mobile phones,
smartphones)
