Desktop Support

Break/ Fix:

Desktop / Laptop / Printer / Server Support.

Reactive maintenance (such as clearing paper jams etc.)

Break / Fix.

Basic network connectivity.

Spare Part Storage.

Deskside Support:

Monitor Call Queues within the Ticketing System.

Assign cases to the appropriate queue for the particular office location.

Update all logs on timely basis.

Fulfill all requests for Dispatch Support.

Software support:

Software loading and configuration.

Operating system troubleshooting.

Software reloading.

Support the core image & shrink-wrapped software.

Software application issues not resolved by the Service Desk.

Network Connectivity Issues.

Desktop Operating Systems, connectivity, remote communications, and

hardware-software compatibility issues.

Remote communications problems.

Compatibility issues between hardware and software.

Troubleshooting to make certain software is operational and functioning

properly.

Basic assistance with functionality.

Implement workarounds or install patches.

Apply upgrades or new software releases to correct functionality problems

IMACD:

Receive and execute requests

Obtain necessary hardware/software and schedule resources

Execute Install, add or change.

Execute physical move (to be provided by the Syneos Facilities Department)

Disconnect and reconnect moved desktop equipment

Backup and restore User data as required

Configure and test hardware as required

Load software, including base image and applications as required.

Final systems test and user acceptance

Update asset management records and perform asset disposal (if needed).

Post completion follow-up

Support PDA Synchronization for enterprise applications only with the desktop

for standard devices (does not include the hardware support)

Coordinate and Collect PCs from terminating employees and Refurbish and

offer them for reuse.

Other Services:

PC Procurement/ Warehouse

Responsible for providing PC warehouse space at its location.

Executing users requests (for new PCs/ laptops etc) using its own processes.

PC Procurement as per the standards defined.

Move Syneos equipments to the disposal location.

 Disposal of assets

Job type: Contract Division: eTeam Workforce Limited Reference: 22-04375