Service Delivery Scope

- SOE &
- Maintenance

: Standard device image support Customer standards ke mutabiq.
- Service Request Management: IMACs (install/move/add/change) manage karna, reports se track karna.
- SOE Deployment: Manual image installation jahan zaroorat ho.
- Break/Fix Support: Hardware/software incidents resolve karna, dispatch aur warranty use karke.
- Facility Hands &
- Feet: Physical support, on-site stock management, asset disposal coordination, asset system update.
- VIP Support: Onsite 12x5 support selected VIPs ko, higher priority tickets, onboarding/offboarding, executive events support, personnel Customer se approve karwana.
- L2/L3 Support: Onsite support jab L2/L3 team request kare.
- Asset Management: Printers, mobiles, laptops, scanners, card readers — full lifecycle tracking (received se decommissioned tak).
- Conference Room Support: L2 support conferencing equipment ke liye.
- Ad-hoc Consulting: Discretionary hands-feet support jaisa request ho.

Field Support (Dedicated + Dispatch)
- IMAC, break-fix, re-imaging
- Workstation/mouse/keyboard/monitor/scanner/printer support
- Printer: config, jam removal, 3rd-party vendor coordination
- AV: periodic health checks, vendor escort
- Exiting employees: hardware/cellular device collection
- New hire: first-day support coordination

Disposal
- Soft: Single wipe + storage at Customer site (dedicated FTEs)
- Hard: Coordination with Customer's disposal vendor

Process &
- Tools

- Incident mgmt, request fulfilment, deskside support, IMAC,



config/asset management
- Tool: ServiceNow

General EUC Services
- Lifecycle services: inventory, asset mgmt/reporting, warranty coordination, recovery, redeployment, disposal prep
- Image deployment compliant with Customer specs, changes via change management process
- Remote hands-feet coordination for End User/Network/Server issues
- Sirf trained + security-cleared engineers dispatch honge; primary engineer required, backup as fallback
- Customer/ADSL ko engineer interview/replace karne ka right hai

Deployment &
- Retirement (IMACDs)

- Full IMACD lifecycle: coordination, scheduling, prework, expedited handling for high-priority, documented processes, site survey, technical/in office support, remote execution jahan mumkin ho, backups, de-install/re-install, refresh plans, asset recovery (lost/stolen), maintenance per manufacturer specs

Server Rooms/Data Center/Network Hands &
- Feet

- Smart hands for compute/network on ADSL request
- Dedicated sites: 24x7 for high severity; dispatch sites: jointly decided
- Business hours: 8AM–5PM Mon-Fri (local), dispatch for after-hours

Data Center Hands &
- Feet

- Power/LED checks, vendor escort, hard reboot, shipping/receiving, racking/de-racking, unpacking/inspection, network card/server config, troubleshooting, install/testing

Service Hours
- VIP: onsite 12x5, personnel ADSL-approved
- General: onsite 8am–5pm, Mon–Fri
- Dedicated FTEs: business hours only

📌 Desktop Support Engineer (Toowoomba)
🏢 Smart Solutions Technologies-SST
📍 Toowoomba