Service Global
Roles and Responsibilities
IMAC
Install, move, add and change assets and smart hands support. Hands and feet support, hard IMACs delivered by onsite support team Soft IMACs will be delivered from client team sitting in client Delivery Centers Schedule with end user for installation/move and change once the required hardware is delivered and a service request is opened in ticketing Tool Install client provided Image, drivers and standard software packages as agreed After all client provided, software is installed connect the LT/DT to the Client Domain Network and make it ready for use Utilize the model developed by client for spares/equipment storage Unpacking of the equipment/peripherals Installation of the equipment/peripherals Moving the equipment/peripheral with client provided cart or dolly in same location System hardware reconfiguration as provided by the client Assist with upgrading software/firmware/drivers on system Security response and Resolution as advised, requested and directed by client management (IT Security breach incident/Virus or Malware) Adhere to Security policy as provided by client Desk-side Support Assist with backing up end user data and restore back if required, not responsible for data integrity or loss. Ensure system has client provided hardware configuration and approved drivers. Provide support for printer connectivity, coordinate with OEM vendors for in warranty Hardware for proper break fix. Provide Smart Hands support to ensure connectivity to all the Network printers/MFD/FAX. For deskside printers check minor hardware issues such as paper jam, change toner, kit and follow up user request For Deskside Telephone, provide smart hands troubleshooting with client remote desktop team or local vendor. Smart hand support for peripheral devices like printers, scanners, desk phones, routers, conference devices, servers, etc.
Break-fix support
Basic troubleshooting only to identify the defective component in the device and inform client service desk to coordinate with OEM for warranty replacement Return the defective End-User post warranty device to Normal Operations per the original equipment manufacturers (OEM) standards with client provided parts. Provide all necessary labor to repair or restore End-User Device to Normal Operations
Mandatory Skills
IMAC anf Break-fix Support
Install, move, add and change assets and smart hands support. Hands and feet support, hard IMACs delivered by onsite support team Soft IMACs will be delivered from client team sitting in client Delivery Centers Schedule with end user for installation/move and change once the required hardware is delivered and a service request is opened in ticketing Tool Install client provided Image, drivers and standard software packages as agreed After all client provided, software is installed connect the LT/DT to the Client Domain Network and make it ready for use Utilize the model developed by client for spares/equipment storage Unpacking of the equipment/peripherals Installation of the equipment/peripherals Moving the equipment/peripheral with client provided cart or dolly in same location System hardware reconfiguration as provided by the client Assist with upgrading software/firmware/drivers on system Security response and Resolution as advised, requested and directed by client management (IT Security breach incident/Virus or Malware) Adhere to Security policy as provided by client Desk-side Support Assist with backing up end user data and restore back if required, not responsible for data integrity or loss. Ensure system has client provided hardware configuration and approved drivers. Provide support for printer connectivity, coordinate with OEM vendors for in warranty Hardware for proper break fix. Provide Smart Hands support to ensure connectivity to all the Network printers/MFD/FAX. For deskside printers check minor hardware issues such as paper jam, change toner, kit and follow up user request For Deskside Telephone, provide smart hands troubleshooting with client remote desktop team or local vendor. Smart hand support for peripheral devices like printers, scanners, desk phones, routers, conference devices, servers, etc.
Break-fix support
Basic troubleshooting only to identify the defective component in the device and inform client service desk to coordinate with OEM for warranty replacement Return the defective End-User post warranty device to Normal Operations per the original equipment manufacturers (OEM) standards with client provided parts. Provide all necessary labor to repair or restore End-User Device to Normal Operations
Mandatory Skills
IMAC anf Break-fix Support