Service Delivery Scope

Requirement for Full time Desktop Support Engineers in 2 locations : Brisbane and Sydney

The overall service delivery model for end user services is as below. Provider shall ensure proper understanding of this structure and integrate its operation to this model as called out below

· SOE and Maintenance Services: Assist in supporting a Standard Operating 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 C 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 C 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.