Managed Support & Helpdesk (1st & 2nd Line) - Microsoft 365 Apps for Business (per user, per month) - Initial Term

Prerequisites

·         Microsoft 365 Apps for Business licence for each user.

·         Supported Microsoft 365 tenant and Entra ID environment.

·         Administrative access to the Microsoft 365 tenant.

·         Reliable internet connectivity.

Setup

·         Assignment of Microsoft 365 Apps for Business licence.

·         Installation of Office applications including Word, Excel, Outlook and PowerPoint.

·         Configuration of update channels and policies.

·         User sign-in and activation setup.

·         Integration with Entra ID for authentication.

·         Configuration of Office application policies via Intune where applicable.

·         Initial testing of application functionality.

·         Documentation of deployment and configuration.

Maintenance

·         Office application updates and patch management, requiring management via Intune and patch management via Avast where applicable.

·         Monitoring of application health and update status.

·         Policy compliance monitoring.

·         Licence assignment and usage management.

·         Performance monitoring and optimisation.

·         Update channel optimisation.

·         Review of application configuration and security posture.

Support

·         Troubleshooting Office application issues.

·         Resolution of activation and licensing issues.

·         Investigation of performance and stability problems.

·         Support for application configuration and usage issues.

·         Reinstallation and repair of Office applications.

·         User guidance on application features and best practice.

·         Escalation to Microsoft support where required.