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

Prerequisites

·         Supported manufacturer desktop computer (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 where applicable, such as Intune.

·         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 where applicable.

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

·         Printer, peripheral and network configuration.

·         Backup configuration where included.

·         Documentation of device configuration.

Maintenance

·         Operating system updates and patch management where covered by relevant management tooling.

·         Third-party application update monitoring.

·         Endpoint security monitoring and health checks.

·         Performance, disk 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 user support subject to fair use.

·         Hardware and software fault diagnosis.

·         Operating system and application reinstallation where required.

·         User account and access troubleshooting.

·         Business application support where included.

·         Peripheral, printer, network, VPN and remote access troubleshooting.

·         Vendor escalation and warranty coordination.

·         Replacement device setup for new starters or hardware failure.

·         Endpoint-level security incident response.