eTeam
Deskside Support -
• Contractor's Field Support services provide hands-on support for infrastructure devices in the Workplace & field. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes ("IMACs")
• Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.
• Company Hardware and software maintenance and support • Workplace (Laptops, Desktops, and iOS) device optimization and configuration
• Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations. Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.
• Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices. • Contractor shall perform the desktop services in a manner that minimizes interruptions to Company's daily operations. • Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime. • LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only. • Field Services Support shall not manage P1 tickets.
• Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only.
The supported devices are listed below:
• Desktops & laptops
• Apple Mac OS for remote connectivity (e.g., Citrix), where applicable
• Printer queue and break/fix coordination
• iOS devices
• Android devices, where applicable for Mobile Device Management
• Enterprise software part of Company's standard workplace image (desktop and laptop)
• Provides meeting support and assistance with the use of AV hardware.
• Set up and install A/V equipment such as projectors, TV's, speakers, microphones, and cameras.
• Maintains functionality of A/V technology and replaces non-working, damaged or obsolete equipment; performs minor equipment repairs or replaces user-serviceable parts on A/V equipment.