Managed Support & Helpdesk (1st & 2nd Line) - Phone Headset (per headset, per month) - Initial Term

Prerequisites

·         Supported manufacturer headset (e.g. Yealink).

·         Compatible device and softphone/VoIP platform.

·         Appropriate connection type such as USB, Bluetooth or DECT.

·         Headset must be in vendor support and less than 5 years old.

·         Hardware should be covered by a valid manufacturer warranty.

Setup

·         Physical setup of headset device.

·         Installation of required drivers or management software where applicable.

·         Firmware update to latest stable version.

·         Configuration of audio input/output settings.

·         Integration with softphone or VoIP platform call controls where supported.

·         Testing of audio quality, microphone and controls.

·         Documentation of device setup.

Maintenance

·         Firmware and software update checks.

·         Audio quality and connectivity checks.

·         Battery health monitoring for wireless devices.

·         Asset lifecycle tracking.

Support

·         Troubleshooting audio and microphone issues.

·         Connectivity issue resolution for USB, Bluetooth or DECT.

·         Call control issue investigation.

·         Firmware recovery where required.

·         Replacement headset setup.

·         Vendor escalation and warranty coordination.