s“Break Fix” support incorporates the IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipmen
tOEM Vendor co-ordination for faulty or new hardware requirement
s“IMAC” is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de-installation of software/applicatio
n“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT related issue
sIn Scope
:Incident Management for Endpoint Devices - Laptop/Desktop/Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor
)Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams/OEMs for any additional suppor
tCo-ordination with OEM on Hardware/Software issue
sTicket information documentation using ITSM tool
.Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets
)Deployment and configuration of new hire equipment (Manually and/or using automated Tools
)Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tool
sHardware and software provisioning (check-in and check-out
)Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer servic
eArticulate technical solutions to non-technical users in simple and easy to understand term
sOccasional work to move/lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex :Movement of PC from one floor to another
)Uplift and reimage of leaver equipment and update of asset management system/CMDB
.Update of asset management system/CMDB according to Joiner Mover Leaver Proces