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Deskside Support
Smart Hands and Feet Support
· Provide onsite support or dispatch of support specialists as necessary to provide Authorized Users with operational and technical support and to meet specified Service Levels.
· Coordinate its activities with the Service Desk and provide Level 2 Support to the Service Desk and/or Authorized Users as necessary.
· Resolve Incidents and Problems associated with EUC Equipment like Desktops, Laptops & Mobile devices.
· Coordinate efforts with Third-Party service and maintenance providers as necessary to keep EUC/Network Equipment in good working order.
· Perform reactive troubleshooting to effectively identify potential Incidents or Problems and attempt to eliminate them before they occur.
· Identify the scope of an Incident or a Problem and provide operational and technical assistance to remedy the Incident or Problem.
1. End-User Computing Support
· Provide onsite technical support for desktops, laptops, thin clients, monitors, and peripherals.
· Troubleshoot hardware and OS issues (Windows/Mac/Linux as applicable).
· Install and configure standard applications, patches, and updates.
· Support end users with email, conferencing, and collaboration tools.
· Provide priority support to VIP/executive staff.
2. Hardware & Peripheral Support
· Replace faulty components (RAM, HDD, SSD, keyboards, batteries, etc.).
· Support and maintain printers, scanners, and multifunction devices.
· Coordinate with OEM/vendors for hardware warranty claims and service requests.
3. Network Hands & Feet Support
· Perform basic troubleshooting for LAN, WAN, and Wi-Fi issues.
· Patch/re-patch network cables in racks and floor ports.
· Escort and assist remote network teams or third-party engineers during installations.
· Provide status updates on connectivity and device availability.
4. Server & Data Center Support (Hands & Feet)
· Perform guided activities on servers, storage, and other data center equipment as instructed by L2/L3 teams (e.g., reboot, power cycle, swap parts).
· Rack and stack new hardware as required.
· Support patching of server cables under remote team instructions.
· Provide visual verification, labeling, and reporting for backend systems.
5. Telephony & Collaboration Systems
· Support IP phones, softphone clients, and conferencing devices.
· Assist in troubleshooting video conferencing equipment.
· Coordinate with telecom providers for line or extension issues.
6. User Onboarding & Offboarding
· Prepare and configure IT assets for new hires (devices, access setup, profile creation).
· Support account setup, password resets, and group policy applications.
· Collect IT assets from leavers and update asset records.
7. Asset & Inventory Management
· Maintain up-to-date IT asset inventory for desktops, laptops, peripherals, and spares.
· Perform periodic audits and reconcile discrepancies.
· Manage stock of spare parts, accessories, and consumables.
8. Incident & Request Management
· Act as onsite contact for all IT incidents and service requests.
· Log, update, and close tickets in the ITSM tool (e.g., ServiceNow).
· Provide root cause details or escalate to appropriate L2/L3 teams if unresolved.
9. Security & Compliance
· Ensure endpoint devices comply with security policies (encryption, antivirus, patching).
· Enforce software license compliance and prevent unauthorized installations.
· Follow site access and data security guidelines.
10. Reporting & Governance
· Submit daily/weekly activity and incident reports.
· Track recurring issues and recommend preventive actions.
· Participate in IT governance/review meetings with Supplier and client teams.
IMAC Support Services
· Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, EUC Software, and related Services at Service Locations.
· Coordinate, plan, and schedule IMACs with all affected IT functions (whether the function is included within the Services provided by Brocent, as a “KGS”-retained function, or a third party).
Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or Business disturbance.