Managed Support & Helpdesk (1st & 2nd Line) - Laptop (per device, per month) - Initial Term

Prerequisites

·         Supported manufacturer laptop (e.g. Dell).

·         Supported Windows operating system.

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

·         Hardware should be covered by a valid manufacturer warranty.

·         Administrative access required for setup and ongoing management.

Setup

·         Initial device build and operating system configuration.

·         Enrolment into device management platform such as Intune where applicable.

·         Entra ID / domain join and policy application.

·         Installation and configuration of required business applications.

·         Security configuration including Defender, BitLocker and firewall settings where applicable.

·         User profile setup and data migration.

·         Email, OneDrive and Teams configuration where included in the associated user service.

·         Peripheral and docking station integration where applicable.

·         Backup configuration where included.

·         Documentation of device configuration.

Maintenance

·         Operating system updates and patch management.

·         Third-party application updates.

·         Endpoint security monitoring and health checks.

·         Performance monitoring and optimisation.

·         Disk, battery and hardware health monitoring.

·         Backup monitoring and verification where included.

·         Policy compliance monitoring.

·         Asset tracking and lifecycle management.

·         Licence compliance checks.

Support

·         Support provided for devices that are in vendor support and under 5 years old.

·         Remote support subject to fair use.

·         Fault diagnosis and resolution for hardware and software issues.

·         Operating system and application reinstallation.

·         User account and access troubleshooting.

·         Business application support where included.

·         Peripheral and connectivity support including Wi-Fi, Bluetooth, docking and accessories.

·         Remote access and VPN support.

·         Vendor escalation and warranty coordination.

·         Replacement device setup for new starters or hardware failure.

·         Endpoint-level security incident response.