Desktop Support Specialist

The following Sections identify the Deskside Support roles and responsibilities: e. Deskside Support i. Develop, document and maintain to remain current in the Standards and Procedures Manual Deskside Support procedures that meet RB's requirements and policies. ii. Ensure availability of trained Deskside support resources at all dedicated RB site locations whilst providing dispatch Deskside resources to meet all agreed CSLs iii. Spare holding iv. Detail vendor’s proposed Deskside Support solution for RB. Within the proposal draw out the following key areas: 1. Detail Deskside support team structure, size, roles and responsibilities and skillsets to provide Deskside support as per site service classifications 2. Resource planning and forecasting approach and tooling for Desk side resources v. Deliver Deskside support services as detailed in agreed procedures vi. Provide Deskside Support reporting to ensure that agreed CSLs and customer satisfaction are measured, reported and monitored monthly including recommended improvement initiatives f. Service Operations (Common Services) i. Incident management ii. Service Request management 1. Sub tasks associated with Service Request assigned to Desk Side services 2. Tasks related to Joiner / Leaver Service Request process iii. Problem Management iv. Service Transition v. Continuous service improvement vi. Performance Management vii. Service Level Monitoring and management 7 g. Installs, Moves, Adds and Changes (IMACs) i. Develop, document and maintain in the Standards and Procedures Manual IMAC procedures that meet requirements and adhere to defined policies ii. Receive, own end to end, coordinate and manage all user related IMAC requests ensuring satisfactory resolution and user updates as per defined processes for all delivered services. Coordinate to closure any requests escalated. iii. Confirm the requirements and scope and acquire the RB's approval of the IMAC Service Request. iv. Contact the End User and schedule an appropriate, agreed time for the work to take place. v. Provide a client example where you have implemented online technologies for IMAC request submission into a client environment that previously requested all IMAC activities manually. Draw out your contribution to reduce IMAC delivery timelines through online requesting and scheduling that have delivered outcomes similar to RB’s VIBE objectives. Outline the starting position, precise change initiatives and KPIs used to measure service performance vi. Coordinate approved IMAC requests with local support teams for delivery of IMAC services. vii. For new users and new hardware / software provide familiarisation and orientation activities to end user viii. Analyse and report monthly on requests and trends relating to IMAC activities, identifying areas for improvement with associated implementation plans where investment is required a business case with ROI should be provided. h. Self Help Support i. The Supplier’s engineers shall actively encourage end users to adopt self-help facilities during every interaction which they have with the end user ii. Provide support to end users to use Self-Help Support capabilities that enable End Users to perform self-service, including Password Resets and other administrative functions, "how to" support through End-User access to knowledge bases and online Incident status checking i. Support for Catalogue Procurement i. Maintain to remain current Business Hours accessible spares holdings required for maintenance break / fix activities for supported hardware to be used for sites supported by dedicated models. Raise request to purchasing for procurement based on spare holdings 8 j. Exception Requests i. Develop, document and maintain in the Standards and Procedures Manual Exception Requests process, procedures and required forms that meet RB's requirements and policies. ii. Document Exception Requests in Deskside Incident management system, collect and analyse the request, recommend Exception Request action, process the request to fulfilment or denial. iii. Provide Exception Request status to requestor, when approved. iv. Provide monthly Exception Request reporting and conduct request review sessions including trending analysis and improvement recommendations identifying areas for improvement with associated implementation plans where investment is required a business case with ROI should be provided k. Onsite Infrastructure Support for Dedicated FTE locations i. Provide ‘Hands & Eyes’ onsite support as requested by Infrastructure Management team. ii. Provide ‘Hands & Eyes’ onsite support as requested by Infrastructure Management team and co-ordination support with Landline and network operator iii. Provide onsite support for Tape replacements at sites ( where Tape backup infrastructure is available and Tape rotation is required ) iv. Provide support in RB’s defined locations, including dispatching repair tec