Deskside Support Services
Troubleshooting desktop / laptop OS issues
Support for standard software issues
Isolate system issues; diagnose standard software issues and report hardware issues to respective Vendors.
Installation / re-installation / configuration of systems, printers, scanners.
Configure desktop and laptop as per the desktop/laptop standardization policies of customer.
Installation / re-installation / configuration of in-scope client software / applications
Installation / configuration of e-mail clients
Troubleshooting e-mail client related issues
Troubleshooting printer / scanner related issues
Troubleshooting issues related to standard office software’s (MS Office Word, Xls, PowerPoint etc.) and internet client
Support for local area network issues (LAN), DHCP client
Install antivirus software and check virus definition auto updates
Install approved patches onto desktops / laptops.
Configure Print Queues for Servers / Users / Groups
Troubleshoot print queue related issues
Configure appropriate rights and permissions for accessing printers
Remove virus from respective desktop / laptop with the antivirus software
Call Logging as per Vendor processes and coordinate till resolution / service restoration as per the vendor committed SLO. Follow vendor escalation matrix and in case of any deviations escalate the same to Client’s SPOC
Maintain details of the various vendors with details like contact persons, telephone numbers, escalation matrix, SLA Information
Co-ordinate with vendor for dispatch of devices to respective service Depot for repair service e.g.:-Desktop / Laptop Hardware
Managing the hardware inventory and related transactions
Shared required reports with Mukand team as & when required.