Desktop Support L1

Provides desk-side support for regional locations that have been deemed important for onsite support and / or strategic areas that require hands-on support presence. In addition to break / fix support for end user devices (desktops, laptops, mobile devices), the regional techs also perform other "smart hands" TIS site-specific work that needs to be completed.

• Provide Level 2 desk-side support for an 8-hour workday. Start and end times may vary on a daily / weekly basis depending on the support requirements for the specific site. Customer may require after-hours support for emergency circumstances. This will be on best effort basis, and it will be priced separately.
• Provide break / fix for end-user devices (desktops, laptops, printers, IT peripherals, mobile devices, iPads / tablets) as well as meeting room and / or A / V equipment. Supplier resources will be required to have skillsets and qualifications necessary to support Microsoft technologies. (EUC Only support)
• Provide troubleshooting and support for Customer's packaged and installed software.
• Prepare and deploy equipment for new onboards and work various service requests (e.g., laptop dock installation), including imaging laptops and desktops per customer-provided gold image.
• Provide IMACD (Install, Move, Add, Change and Disposal) labor-only support.
• Perform asset management duties, including managing spare equipment inventory, inventory tracking, identifying requests for additional assets, and facilitate order / receipt and preparation of equipment, and asset disposition for designated support.
• Provide diagnostic and troubleshooting services for AV hardware issues, including providing loaner devices (Already available at the site) where required , set-up and configuration assistance, and coordination with Other Service Providers. AV may include but is not limited to Microsoft Teams Rooms (MTR) equipment, Cisco Telepresence equipment, conference phones, TVs, monitors, Surface Hubs, projectors, and booking panels. Please note that AV Design is not in scope for this Service Category.
• Provide hardware setup and basic troubleshooting services for Digital Signage installations
• Provide "smart hands" support for network, servers, printers, storage and VOIP equipment. "Smart hands" includes completion of work under the direction of another TIS support team when that TIS support team does not have onsite resources. For example, the Network Services team might engage the onsite tech to replace a network switch. The Network Services team is responsible for all change management and must be able to direct the onsite tech through the replacement over the phone, with real-time guidance.
• Provide mobility support, including incidents, how to, break / fix, Intune enrolment, basic software installation support, spare device inventory wipe and management (including inventory management within the Customer Mobility inventory tool which is currently Calero). Mobility support includes all mobile devices, including iPads, smartphones, MiFi devices, etc.
• Provide and maintain standardized delivery processes across all Customer locations
• Provide management of loaner pool equipment, including reclamation once a workaround is in place or has been resolved. This is limited to designated support.
• Moves : provide end-user move assistance, including IT equipment (monitors, printers, docking stations, desktop towers, keyboards, mice, and IT peripherals) and cable management. Assistance includes breakdown of equipment at first location and reconnect of equipment at end location. Transportation between locations (same building) will be managed by the supplier if they can be transported by cart / by foot. All moves must be coordinated with Real Estate and Workplace Services. Estimated up to 15 users per week per location. A cart will be provided by the customer whenever required.
• An outcome from the RFP would be to standardize the support model across locations where feasible. 3-5 years of experience in desktop support hands and feet support.

Mandatory Skills

IMAC support Provides desk-side support