Desk support

This includes hardware (First line break-fix), operating system, office automation suites, remote access, email, and internet and first-line support of specialised office applications including basic network support.

• Provide the diagnosis and repair required to resolve and close the problem.

• Facilitate and resolve software problems including, if warranted, contacting the vendor for resolution assistance, or, if available, obtaining the vendor's "fix". Provide reasonable effort using available resources to assist end-users with non-standard Company application support only for applications flagged in the Definitive Software Library as supported by Supplier.

• Deskside Support Services includes the following:

o          Problem source identification and preventive maintenance.

o          Problem determination and problem resolution/closure.

o          Answering "how to" questions related to all software listed in the Definitive Software Library and flagged as supported by. Applying hardware and software patches and fixes. Assistance with data backup and data migration.

• Manage desktop and LAN printers including fitting consumables as and when required.

• Implement the hardware and/or software changes as approved by the customer, with minimal business disruption.

• Ensure backup, removal, protection, and restoration of unique programs and data stored on such hardware prior to servicing the hardware.

• Coordinate, notify, log, dispatch and monitor providers performing hardware repair services.

• Co-ordinate and schedule maintenance activities for hardware as per the requirements

• Track and report observed failure trends on hardware and software.

• Update the CMDB

• Provide coordination services for Warranty repairs for hardware whereby the manufacturer warranty claim process will be followed.

• Preventative maintenance checks entail that supplier has a checklist of critical equipment to be checked at regular intervals, this includes lamps, ISDN lines, VGA connectors etc., as this assists supplier in pre-empting problems or incidents, where possible, prior to meetings.

• Support communications software and hardware.

• Support the communications infrastructure on LAN (including protocols such as TCP/IP) as they may evolve.

• Support communications services hands and feet basis

o          Wireless technologies (WLAN: WLC Controllers and Access Points for office, mesh).

·             Security technologies and intrusion prevention technologies. ISE TACACS will be used on the Cisco network dev