Managed Support & Helpdesk (1st & 2nd Line) - Microsoft Intune (per user, per month) - Initial Term

Prerequisites

·         Microsoft Intune or Microsoft 365 Business Premium licence for each user.

·         Supported Microsoft 365 tenant and Entra ID environment.

·         Devices enrolled into Intune for management.

·         Supported Windows devices for full feature support.

·         Administrative access to Microsoft 365 and Intune admin centre.

·         Reliable internet connectivity.

Setup

·         Assignment of Intune licence to user.

·         Configuration of Intune tenant settings and baseline structure.

·         User enrolment configuration and device onboarding policies.

·         Setup of compliance policies including device security, encryption and OS requirements.

·         Configuration of device configuration profiles including security baselines and restrictions.

·         Deployment of applications via Intune where required.

·         Integration with Entra ID for identity and access policies.

·         Configuration of Conditional Access prerequisites where applicable.

·         Documentation of policies, enrolment and configuration.

Maintenance

·         Monitoring of device enrolment and compliance status.

·         Ongoing policy review and optimisation.

·         Management of device compliance and enforcement actions.

·         Application deployment and update monitoring.

·         Policy compliance reporting and remediation.

·         Review of device and user configuration against best practices.

·         Coordination with OS updates and patch management, requiring Intune device management and Avast for patching where applicable.

·         Monitoring of Intune service health.

Support

·         Troubleshooting device enrolment and Intune registration issues.

·         Resolution of compliance and policy conflicts.

·         Support for application deployment and access issues.

·         User support for device access and corporate resource access.

·         Investigation of Conditional Access and policy enforcement issues.

·         Reconfiguration following device or user changes.

·         Escalation to Microsoft support where required.