- Expiry Date: 01 October 2022
- Referral: firstname.lastname@example.org
Responsibilities and Qualifications:
MUST : MAC Certification
“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT related issues. In general, Deskside support services will cover the following activities:
Incident Resolution Service
Request Resolution Service
Senior Leader Support Service limited to the users
Move Service for less than 10 devices per day per location at any given day based on approved request from the tool and those not classified as a project.
Presentation Support during meetings with advance notice. These services may require transition activities mutually agreed as appropriate, if applicable, with any transition charges as agreed by both parties in the SOW or via change control.
“my IT” Bar Service (WHERE as REQUIRED) The Supplier shall provide End User support via a myIT bar service (“myIT”) at the agreed Sites, which shall be staffed by suitably qualified Engineers. The Engineer shall be responsible for the end-to-end End User experience, maintaining and updating tooling (all hardware)) and manage all tooling provided by the Client or required to deliver the myIT bar service. The engineer´s myIT responsibilities include:
subject to the minimum opening times within the agreed service window at that site at the myIT bar, to design, propose and own the strategy for the location and type of myIT bar, subject to the Customer's prior approval. This shall include providing a mix of mobile, pop-up, permanent, video-only and other such appropriate Technology-led solutions to deliver the Services in the most cost-effective and efficient manner; and
to provide leadership and management of the myIT bar service to enhance the End User experience and supplement the Service Desk and onsite technical Level 2 Support at the agreed Sites.
“Break Fix” support incorporates the onsite diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment.
“IMACD” is an industry term for Install, Move, Add, Change and De install / Dispose 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 or to another site (any associated logistics to be quoted separately) and upgrading hardware, de installation of software / application and disposal of devices as per the Client’s policy and procedures
“Hands and Eyes Support” The Engineer must be able to participate in the support of a range of non-end user devices (for example network, storage and servers) ("Hands and Eyes Support") under the guidance of Customer or Customer Third Party Vendor. The Engineer shall utilize technology to deliver Hands and Eyes Support
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