Service Delivery Scope

4-month project (starting 17th Aug - 16th Dec 2026)

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

Setting (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 & 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 & 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.

▪ Additional scope items to Scope to be confirmed

Exiting Employees

▪ Collection of computer hardware from exiting employees

▪ Collection of Cellular devices

New Hire/First Day Ready support

▪ Coordinate with New joiners for any support for New Joiners to start if required

Disposal

▪ Soft Asset Disposal (single wipe pass + storage of asset at Customer facility)

services will be provided by dedicated FTEs at Dedicated locations

▪ Hard Asset Disposal - Provider will coordinate with Customer's asset disposal vendor for hard asset disposal

Process Activities and Tools

General overall activities

1. Incident management

2. Request fulfilment
3. Deskside intervention for Software deployment as needed
4. IMAC (Deskside) and Break fix Installation of Devices

5. Move and configuration change

6. Asset management

7. Configuration Management

8. Tools provided by ADSL
1. ServiceNow for Provider support teams

4. General End User Computing Services: Provider shall perform the in-scope Services as per the defined scope.
- Provider shall provide and manage life-cycle Services including inventory management,

assisting ADSL in asset management and reporting, warranty support coordination using existing Customer’s contracts, recovery, redeployment, preparation for disposal,

and on-site support for Equipment while complying with Customer specified processes and policies or working with Customer designated Third Parties.

Services Requirements

- Provider shall assist in image deployment Services that adhere to all Customer End User

Computing requirements, including:

Complying with or improving (subject to Customer's review and consideration for approval) Customer's current and future Equipment and Software technical specifications, including changes and refreshes of technology (hardware,

components, or Software) by Equipment and Software Providers. Changes will be completed within Customer guidelines, on or before due date and in compliance with

Customer change management process.

- Coordinating with internal or Third-Party Service Providers to provide remote

“Hands and feet” support for End User, Network and Server issues.

As applicable, managing and integrating with Service Providers of Equipment for effective roadmap plans and resolution of technical issues, in accordance with the agreed Service Levels.





- Ensure that only trained engineers with required security clearances from ADSL and Customer are deployed and dispatched to service users in the in-scope locations.

Ensure that primary engineer turns up at the site for in scope service requirements and in his absence the backup engineer may be dispatched to support.
- ADSL / Customer reserves the right to interview the dedicated primary engineers and provider will provide the alternatives (as required) based on ADSL / Customer request.

Provider must ensure continuous availability of the support personnel at the agreed dedicated DSS Customer locations as provided in the table below and if in case of non availability provide the backup personnel at the site to ensure all the service levels are achieved.
- Provider shall administer, manage, and execute requests for Customer Equipment, and software submitted by Customer Users in accordance with Customer policies and procedures,

including:

▪ Assist ADSL / Customer in verifying user entitlement to the requested Customer.

▪ Equipment or software and advising Customer management on any non conformance.

- Providing life-cycle support from procurement assistance to end-of-life disposal,

including:

▪ Validating entitlements to, coordinate with vendors for sourcing spares,

installing, tracking, recovering, redeploying, and disposing of assets.

4.1.1 Deployment and Retirement Services

Provider shall provide or oversee, as appropriate, all installations, de-installations,

cascades, moves, adds, changes and deletions (IMACDs) for all Customer Equipment,

Software, and related Services at designated Customer Sites, including:

- Coordinating, planning, and scheduling IMACDs with all affected IT functions,

Customer Personnel, Third Party contractors and Users (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party) to achieve high-quality execution of the IMACDs, (including scheduling and dispatching of appropriate Customer, Provider and/or Third Party

Contractor technicians) to meet Service Levels and to minimize business impact on

Users and any operational interruption to Customer.

- On receiving and verifying a valid IMACD request, performing all necessary prework before an IMACD is executed. Communicating with Users if there is any issue with an

IMACD request.
- Providing a mechanism for expedited handling of IMACDs and Project IMACDs that are of high business Priority to Customer, such that all IMACDs are completed.

within the required timeframe.
- Creating and documenting the processes to enable IMACD execution for each

Customer Software and/or Equipment component, and obtain Customer’s approval for such processes and documentation.
- As applicable, conducting or confirming a Site survey to determine the location of the IMACD and coordinate any special requirements at the location.
- Providing the necessary technical support to complete the IMACD, including on

Site support during normal business hours for Customer Locations identified by

Customer.

in Customer's sole discretion.

- Remotely conducting all IMACDs for Customer Equipment and Software where practicable.

Confirming that all Customer Equipment, Software, parts, Network, cabling, or any other Services necessary to execute the IMACD will be available as of the date scheduled for the IMACD.
- Providing depot Services using Customer’s existing depots in support of IMACD activity for Equipment.

📌 Desktop Support Specialist - PC Refresh (Brisbane)
🏢 Allied Digital
📍 Brisbane