SENIOR ANALYST

Deskside Support
" Provide dedicated on site EUS Service / dispatch on-site desktop support during location Hours of Operation as defined by Client and as specified in Appendix G (Service Locations)
Provide Emergency Response call out support outside of hours of operations at locations as defined by Client.
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Perform proactive and reactive monitoring and troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate
Resolve Incidents and Problems associated with EUS Devices and End User Software, and when necessary (i.e. warranty) coordinate break/fix support with Third Party OEMs/vendors, advice, and assistance to Authorized Users.
Identify the scope of an assigned Incident or a Problem and provide operational and technical assistance to remedy the Incident or Problem them before they impact Authorized Users.
Provide support to all Authorized Users who access Client provided services from any location. Wherever possible, support and repair the defective EUS Device or End User Software remotely using the EUS Device Management System.
Provide remote support, and when necessary, onsite support or dispatch Service Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.

Coordinate efforts with Third-Party Vendors and maintenance providers as necessary to keep EUS Devices and End User Software in good working order.
Assist Authorized Users with support to enable the correct use of EUS Devices and End User Software, as well as access to and use of related technologies, data, and Services.
Service Provider is responsible for remediation of Security Incidents on EUS Devices and End User Software in accordance with instructions and priority provided by the Client Security team."

Digital Media Support & Webcast
" Perform management Services associated with digital signage content including but not limited to:
o Support Client in defining and refining Digital signage content and hardware standards
o Support Client in consultation with business on new content, deployment locations and use cases
o When requested by, Client performing Service Provider activities as designated in the content updates to Digital Signage workflow(s) as provided by Client and as amended from time to time;
o Categorization of content;
o Archiving media;
o Generating and making playlists available;
o Intake and processing of digital signage requests;
o Receiving and analyzing media assets to ensure technical formatting standards are met;
o Provide conversion/transcoding services when required;
o Per Client standards add Digital media assets to VOD library or external publishing points;
o Create and testing signage presentations;
o Obtain content approval from designated Client Authorized Users prior to publishing;
o Receive and process Service Requests related to digital signage; and
o Receive and process Service Requests related to digital media content.
o Digital Signage End Points and Break fix:
Provision Digital Signage end points including registration on remote management systema
Test and deploy hardware and software patches
Receive and process Service Requests related to digital signage a
Provide basic troubleshooting and support for digital signage and coordinate with the required parties to resolve the issue.
Perform Services associated with live webcasts including but not limited to:
o When requested by Client perform Service Provider activities as designated in the web casts workflow(s) as provided by Client and as amended from time to time; Support Client in defining and refining standards
o Provide technical support for live webcasts;
o Complete full set-up required for delivery of Webcasts