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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
4. 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,
installing, tracking, recovering, redeploying, and disposing of assets.
4.1.1 Deployment and Retirement Services
Provider shall provide or oversee, as appropriate, all installations, de-installations,
cascades, moves, adds, changes and deletions (IMACDs) for all Customer Equipment,
Software, and related Services at designated Customer Sites, including:
- Coordinating, planning, and scheduling IMACDs with all affected IT functions,
Customer Personnel, Third Party contractors and Users (whether the function is
included within the Services provided by Provider, as a Customer-retained function, or
a Third Party) to achieve high-quality execution of the IMACDs, (including
scheduling and dispatching of appropriate Customer, Provider and/or Third Party
Contractor technicians) to meet Service Levels and to minimize business impact on
Users and any operational interruption to Customer.
- On receiving and verifying a valid IMACD request, performing all necessary prework
before an IMACD is executed. Communicating with Users if there is any issue with an
IMACD request.
- Providing a mechanism for expedited handling of IMACDs and Project IMACDs
that are of high business Priority to Customer, such that all IMACDs are completed.
within the required timeframe.
- Creating and documenting the processes to enable IMACD execution for each
Customer Software and/or Equipment component, and obtain Customer’s approval for
such processes and documentation.
- As applicable, conducting or confirming a Site survey to determine the location of
the IMACD and coordinate any special requirements at the location.
- Providing the necessary technical support to complete the IMACD, including on
Site support during normal business hours for Customer Locations identified by
Customer.
in Customer's sole discretion.
- Remotely conducting all IMACDs for Customer Equipment and Software where
practicable.
Confirming that all Customer Equipment, Software, parts, Network, cabling, or any
other Services necessary to execute the IMACD will be available as of the date
scheduled for the IMACD.
- Providing depot Services using Customer’s existing depots in support of IMACD
activity for Equipment.
- Performing any required backup procedures in accordance with Customer policies and
processes.
- De-installing and re-installing any existing Equipment, Software, or other related
services as necessary to execute the IMACD.
- Provider shall assist ADSL in developing and executing managed refresh plans for
Customer
Equipment (subject to review and consideration for approval by Customer), including
developing contingency plans and out-of-warranty repair processes.
- Provider shall coordinate recovery activities for Customer Equipment and Software
(e.g., lost and stolen assets) in accordance with all Customer policies (including IT
security policies).
- Provider shall provide such maintenance as necessary to keep the assets in good
operating
condition and in accordance with the manufacturer’s specifications, or other
Agreements
as applicable.
Pay: $60,000.00 – $65,000.00 per year
Work Authorisation:
Work Location: In person
