Technical Field Services (TFS)
Digital work place support at walk-in desks and at user desk at primary site and travel to one satellite site whenever required to provide the service in case if the work at hand cant be completed remotely.
The general scope of Services provided by the Service Provider includes:
- Solving of incidents and problems (2nd and 3rd Level support) in cooperation with 1st level support (UHD) according to the agreed SLA targets. Execute the service requests according to the agreed SLA targets.
- Provision as well as renewal (lifecycle management) of client workplace hardware and components
- Configuration, operation, maintenance and administration of all client workplace systems and components
- Execution of DWP Client Services IMAC-Ds (install, move, add, change and decommission)
- Installation and re-installations of workplace clients (“zero-touch”).
- Preparation and publication of regular reports and key parameters about the Services and Service quality to Customer
- Set up and regular update of an online Customer operating manual, containing all Customer relevant operational procedures and information, including full access for Customer
- Assist the Customer's enduser with the integration of peripherals directly connected to the workplace device
- Stock management for the associated DWP IT infrastructure
- Provision of systems, components, and software (including respective maintenance contracts) within Customer’s local data rooms to render Services.