Onsite Desktop Support Services

Incident Management

• Monitor incidents using -approved tools.

• Take ownership of incidents logged through the ticketing platform.

• Respond within agreed SLA requirements.

• Troubleshoot and resolve desktop, laptop, printer, mobile device, and peripheral issues.

• Escalate unresolved issues to the appropriate support teams.

• Coordinate with OEMs and third-party vendors for hardware support.

• Perform root cause analysis where required.

• Provide monthly incident reporting.

Request Management

• Manage user service requests through the approved ticketing system.

• Handle Moves, Adds, Changes, and Decommissions (MACD).

• Install, configure, and support approved software and hardware.

• Update users regarding request status.

• Escalate requests outside End User Support scope.

• Submit monthly reporting.

Change Management

• Support implementation of approved IT changes.

• Maintain and update Configuration Management Database (CMDB).

• Communicate change status to stakeholders.

• Escalate non-End User Services related changes where necessary.

• Submit monthly reports.

Asset Management

• Manage IT assets including desktops, laptops, printers, mobile phones, and accessories.

• Maintain accurate asset records.

• Manage asset lifecycle activities including:

o Asset issuance and return

o Asset tracking

o Data sanitization and disposal

o End-of-lease coordination

o New equipment requisition support

• Coordinate with Procurement and Finance on asset-related activities.

• Conduct periodic asset audits and reporting.

Vulnerability Management

• Monitor endpoint compliance and security status.

Classification: Internal Use

• Remediate non-compliant devices.

• Remove or upgrade end-of-life software and operating systems.

• Support endpoint protection initiatives.

• Decommission obsolete IT assets.

• Provide monthly compliance reporting.

Capacity Management

• Conduct proactive capacity planning.

• Identify capacity constraints and risks.

• Perform trend analysis.

• Develop mitigation and contingency plans.

• Maintain backup resource planning.

• Submit monthly reports.

Problem Management

• Identify and record recurring issues.

• Conduct trend and root cause analysis.

• Develop permanent fixes and workarounds.

• Coordinate with support teams and vendors.

• Track and report problem resolution activities.

Continuous Service Improvement

• Identify service improvement opportunities.

• Review operational performance metrics.

• Implement approved improvement initiatives.

• Support internal and external audit requirements.

• Improve service quality and cost effectiveness.

• Provide recommendations for optimization.