IT Desktop Support Engineer

The overall service delivery model for end user services is as below. Provider shall ensure

proper understanding of this structure and integrate its operation to this model as called out

below

• SOE and Maintenance Services: Assist in supporting a Standard Operating

Environment (SOE) image for Customer’s Standard Workplace Device in accordance

with Customer’s Standards.

• Service Request Management Services: Manage the quality and timeliness of

installs, moves, add, and changes for all Supported Workplace Devices and

Supported Workplace Software at all Supported Customer Sites. This includes using

request data and reports to ensure device delivery for projects and other requests is

happening as expected.

• SOE Image and Deployment Management Provide manual installation of SOE

Image wherever required.

• Break / Fix Support Services - Workplace Devices: Provide hardware/software

support (Incident resolution) for Supported Workplace Devices, including dispatch,

leveraging vendor warranty where possible, etc., at Supported Customer Sites.

• Facility Hands and Feet Hardware Support: Perform physical support activities

for all Supported Hardware at Customer Facilities, including management of on

premises stock location for receiving new and decommissioned Hardware and

Workplace Devices, soft asset disposal of old equipment and coordinate with client

hardware disposal vendor for hardware disposal of old equipment, and maintaining

the Asset Management system based on the movement and deployment of

equipment.

• VIP Support: Provide dedicated, proactive and superior desk side support services

for selected End Users as in this Service Description.

• Provider shall provide onsite 12x5 support to VIPs at designated Customer

Facilities. Provider personnel proposed to fill onsite VIP support functions must

first be presented to staff supporting C-Level Customer VIPs, and Customer will

have the right to interview and approve such personnel before their assignment

to a VIP;

• Provide an enhanced level of service (i.e., higher priority of Tickets and Incidents)

to other VIPs (executives) .

• Support VIP End User onboarding and offboarding activities

• Support VIPs at executive-level events at hotels and Customer sites (e.g., Board

Meetings, Investor Calls)

• Update agreed to IT Service Management tool to reflect completion of Service

Request or resolution of Incident.

• Level 2 and 3 Support Services: If requested by L2/L3 team, provide onsite support to

resolve any Incident

• Asset Management: Provide hands & feet support for managed, current, and

Customer approved asset inventory for all Supported Workplace Devices and

Supported Workplace Software, including but not limited to printers, mobile

devices, tablets, laptops, scanners, and card readers. This includes working with

Customer’s existing Provider to ensure continuity between asset records as they

pass through the lifecycle from “received” status to “decommissioned” status,

including any spare Supported Workplace Devices that are stocked at Customer

Facilities or Provider Delivery Locations.

• Conference Room Support: Provide Level 2 support Services for conferencing

equipment within conference rooms at Supported Customer locations.

• Ad-hoc Consulting (Discretionary Services): Provide hands & Feet ad-hoc

consulting support, as requested.

Field Support Dedicated and Dispatch Services

Provider will provide field support services.

• Installs, moves, adds, changes (IMAC)

• Technical support and break-fix

• Software re-imaging

• Support including, but not limited to workstation and mouse, keyboard, monitor,

scanner and printer support

• Office Equipment support including, but not limited to:

• Office workstation

• Mouse

• Keyboard

• Monitor

Printer Support

• Printer settings configuration

• Coordinate third party repairs with customer approved printer vendor

• Paper Jam Removal, all 1st line support for printers

Audio-Video Support

• Periodic Health check up/sanity check of the Conference room

• Escort Vendors to the conference room for any break fix.

• Additional scope items to Scope to be confirmed

Exiting Employees

• Collection of computer hardware from exiting employees

• Collection of Cellular devices

New Hire/First Day Ready support

• Coordinate with New joiners for any support for New Joiners to start if required

Disposal:

• Soft Asset Disposal (single wipe pass + storage of asset at Customer facility)

services will be provided by dedicated FTEs at Dedicated locations

• Hard Asset Disposal - Provider will coordinate with Customer’s asset disposal

vendor for hard asset disposal

Process Activities and Tools

General overall activities

1. Incident management

2. Request fulfilment

3. Deskside intervention for Software deployment as needed

4. IMAC (Deskside) and Break fix Installation of Devices

5. Move and configuration change

6. Asset management

7. Configuration Management

8.

Tools provided by ADSL

1. ServiceNow for Provider support teams

2. General End User Computing Services:

Provider shall perform the in-scope Services as per the defined scope.

• Provider shall provide and manage life-cycle Services including inventory management,

assisting ADSL in asset management and reporting, warranty support coordination

using existing Customer’s contracts, recovery, redeployment, preparation for disposal,

and on-site support for Equipment while complying with Customer specified processes

and policies or working with Customer designated Third Parties.

Services Requirements:

• Provider shall assist in image deployment Services that adhere to all Customer End User

Computing requirements, including:

Complying with or improving (subject to Customer’s review and consideration for

approval) Customer’s current and future Equipment and Software technical

specifications, including changes and refreshes of technology (hardware,

components, or Software) by Equipment and Software Providers. Changes will be

completed within Customer guidelines, on or before due date and in compliance with

Customer change management process.

• Coordinating with internal or Third-Party Service Providers to provide remote

“Hands and feet” support for End User, Network and Server issues.

As applicable, managing and integrating with Service Providers of Equipment for

effective roadmap plans and resolution of technical issues, in accordance with

the agreed Service Levels.

• Ensure that only trained engineers with required security clearances from ADSL

and Customer are deployed and dispatched to service users in the in-scope locations.

Ensure that primary engineer turns up at the site for in scope service requirements

and in his absence the backup engineer may be dispatched to support.

• ADSL / Customer reserves the right to interview the dedicated primary engineers and

provider will provide the alternatives (as required) based on ADSL / Customer request.

Provider must ensure continuous availability of the support personnel at the agreed

dedicated DSS Customer locations as provided in the table below and if in case of non

availability provide the backup personnel at the site to ensure all the service levels

are achieved.

• Provider shall administer, manage, and execute requests for Customer Equipment, and

software submitted by Customer Users in accordance with Customer policies and

procedures,

including:

• Assist ADSL / Customer in verifying user entitlement to the requested Customer.

• Equipment or software and advising Customer management on any non

conformance.

• Providing life-cycle support from procurement assistance to end-of-life disposal,

including:

• Validating entitlements to, coordinate with vendors for sourcing spares

• End user computing: 4 years (Required)

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance