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

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

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”)

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)

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

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

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

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 maintenance checks from the local audio visual vendor

Provide Authorized Users training and documentation on how to operate audio visual equipment

Provide support services for all Internet Protocol television (IPTV) and display systems

Coordinate with Client Printer Vendor for hardware break/fix support

Facilitate Adds, Moves, Changes and End of Lease replacements of print devices

Strong network experience

CCNA certified with Microsoft Servers

Experience and strong knowledge network infrastructure (e.g. firewalls, Cisco routers, switches, Ethernet, TCP/IP)

VPN experience

Experience with supporting and implementing VoIP

Juniper and Cisco Routers

WordPress

Social Media Knowledge

Integration of Facebook, LinkedIn, Twitter accounts with the company websites, direct traffic and locate the targeted market

Online tools such as orkit integration with the company’s website

Search Engine Optimisation (SEO) expertise

Analyse User traffic from different locations