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Support Model: FTE
Service Window: Standard Working Days (08:00 – 17:00), Excluding Local Bank Holidays
Contract term: 12 months
Scope of Work:
Support Country ITS Lead in planning, execution and delivery of ITS activities/projects according to customer priorities & roadmaps
Support and/or lead cost optimization initiatives in the area of EUC, Collaboration Tools, Voice, Printing, Network & Hosting
Support the management of the Video Conferencing landscape
Support the management of the Printer landscape
Support the management of the Mobile Phone Fleet
Enhancement of End User Computing experience and facilitate projects to this end
On-site/Off-site/Online Meeting Support
Provide “3rd Level” Support to Customer Team and End Users if necessary
Plan & deliver hold classroom trainings and coaching sessions on various ITS areas
Maintain site specific operational process documentations
Technical documentation related to services
Technical documentation related to IT infrastructure
Desk – side services
These services comprise of Onsite services providing services for desktops, laptops, network, printers, mobile devices, network devices, and servers at the Customer sites.
Onsite Software Support for local applications
Diagnosis and resolution of system and software problems and conflicts
Fault verification and isolation
Break – fix Services
This service provides technical diagnosis and repair of defective desktop/laptop/ LAN/WLAN systems and hardware in scope. The services vary depending on the warranty status of the equipment supported. In case the equipment is under warranty, the service desk coordinates with the OEM for warranty support vendor. In case of non- warranty equipment, the support team repairs (if feasible) / replaces the hardware. The support team may use available spares / hardware or procures a new hardware.
Repair and Resolution
Whole Unit Replacement
Dispatch and Coordination with Warranty Vendor for resolution
IMACD (Installations, Moves, Adds, Changes and De-installations of IT Equipment and Software)
IMACD will be managed through the Service Request process. The Service Desk will act as a single point of contact for the tracking of all requested IMAC (D) s.
Installations/Additions: The IT Equipment and Software in the Customer IT Service Portfolio, shall be installed, configured and delivered to the user locations as ordered. Vendor agrees that it shall not install any Software application on any IT Equipment if such Software application is not either (i) included in the Customer IT Service Portfolio or (ii) otherwise expressly approved by Customer. User shall be informed prior to the IMAC/D appointment that user needs to back-up user data if requested by the end user. Vendor shall verify, whether user has backed up local data and shall assist in backing up and/or restoring backed-up user data, if so requested by the user.
Move: Vendor shall remove IT Equipment and provide it to the responsible carrier for transportation. At the new Customer Facility, the IT Equipment shall be received, installed, configured if necessary and delivered to the appropriate user. Moves within the same Customer Facility shall be accomplished using available moving equipment.
Change: At the request of Users, Vendor shall exchange IT Equipment and Software for new components which are defined within the Customer IT Service Portfolio. These components shall be installed, configured and handed over to the User Onsite as ordered. Software changes that cannot be accomplished remotely by the Service Desk shall be handled through Onsite Support. The Change scope involves coordination and replacements in connection with hardware recalls of IT Equipment or related components.
De-Installation: De-Installation services provided by Vendor include removing configurations of EUS devices (according to the Customer security requirements), preparation of EUS Equipment for Third Party disposal, delivery of EUS Equipment to Customer Facility staging area, Disposal Vendor co-ordination, and preparation for and ordering of shipment of EUS Equipment to appropriate replacement pool sites.
FTE Duties include (but not limited to):
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
Troubleshooting and resolving software issues; reimaging computers/hard drives
Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients staff on use of hardware and software.
Recommends and / or performs upgrades on systems to ensure longevity.
Works with procurement staff to purchase hardware and software.
May be required to mentor/coach junior level technicians and assist in Level 1 support as needed.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.