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Managed Support & Helpdesk (1st & 2nd Line) - Desktop (Cloud Desktop Use Only) per device, per month) - Initial Term

£70.37

Prerequisites

·         Supported manufacturer desktop computer (e.g. Dell).

·         Supported Windows operating system.

·         Device intended for cloud desktop platforms such as Microsoft Remote Desktop or Citrix.

·         Reliable internet connection suitable for cloud desktop access.

·         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, included only when deployed via Intune and Autopilot where applicable.

·         Enrolment into device management platform such as Intune.

·         Entra ID / domain join and policy application.

·         Installation and configuration of cloud desktop access software such as Microsoft Remote Desktop or Citrix Workspace.

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

·         Optimisation for cloud desktop performance.

·         Peripheral and display configuration.

·         Documentation of device configuration.

 

Maintenance

·         Operating system updates and patch management, requiring device management via Intune and patch management via Avast where applicable.

·         Endpoint security monitoring and health checks.

·         Connectivity and session quality monitoring.

·         Device optimisation for cloud desktop use.

·         Policy compliance monitoring.

·         Asset tracking and lifecycle management.

 

Support

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

·         Troubleshooting of cloud desktop access issues.

·         Support for Microsoft Remote Desktop and Citrix Workspace connectivity.

·         Hardware and OS-level issue diagnosis.

·         Peripheral, display and connectivity issue support.

·         Vendor escalation and warranty coordination.

·         Replacement desktop setup for like-for-like device.