JOB DESCRIPTION

Scope of Services:
· Laptops
· Desktops
· Tablets
· Computers peripherals
· Printers (MFP, Label printers)
· Mobile Devices (iPhone, iPad, DECT)
· Audio and video conferencing devices in coordination with OEM
· Smart Hands support for Server/NW devices
Typical Activities List
Following activities shall be conducted by the Supplier as part of the Onsite Support Services:
· Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention
· Coordinate with L2 remote support devices and Supplier’s Service Desk teams for ticket resolution
· Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.
· Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM Supplier
· Provide Smart hands and feet support for audio and video conferencing devices in alignment with the operating model (onsite/dispatch)
· Plan, schedule and fulfil all IMAC requests according to defined processes, approvals from Customer
· Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model (onsite/dispatch).
· Follow the Customer’s requirements and procedures for external visits to a site during facilitation of visits.
· Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in there.
· Manage use of any manufacturer warranty at sites with dedicated fte, manufacturer technical support to limit repair cost and facilitate incident resolution
· Install and test replacement parts for supported devices
· Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize disruption
· Coordinate physical move of end user devices within same office
· Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.
· Desk side assistance for IT devices (laptop, desktop, and mobiles)
· Provide L1 smart hand support for printers,
· Provide loaner device to authorized Customer end users in case of break-fix to continue end users work
· Perform soft IMAC, Image loading where this cannot be executed remotely. ADSL will leverage client tools to perform Soft IMAC.
· Inform Customer end user on expected resolution time on for active Incidents in ADSL incident que.
· Manage stock of spare parts, spare devices at Customer dedicated sites
· Coordinate with Customer for spare devices
· Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device, coordination of OEM according Customer requirements
· Consult during ordering of new devices
Art der Stelle: Vollzeit

Arbeitszeiten:

• Montag bis Freitag

Sprache:

• Englisch (Wünschenswert)

Arbeitsort: Vor Or

Please refer the Job description for details