Description
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 HCL 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
Language Preference, if any
Language mandate: Spanish & English