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Location

Secunderabad | India

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Job description

ECMS /Demand ID Not created yet Number of Openings* 1 Duration of contract* 7 years Total Yrs. of Experience* 5-8 years of exp Relevant Yrs. of experience* (Total and Relevant cannot be the same which results in sourcing irrelevant talents) 5 + years Mandatory skills* Windows troubleshooting , Deskside support skills Desired skills* Windows troubleshooting , Deskside support skills Domain* Manufacturing Approx. vendor billing rate excluding service tax* (Currency should be in relevance to the candidate work location) 7-8 euros /hr approx BGCheck (Pre onboarding Or Post onboarding)

Any client prerequisite BGV Agency* Post onboarding Is there any working in shifts from standard Daylight (to avoid confusions post onboarding) * 8/9 am to 5/6 pm IST

PFB JD

Jd

Installations, Moves, Adds, and Changes (IMACs)

Requirements

Provider will support as required On-Site Installations, Moves, Adds, and Changes (IMACs) requirements. Specifically, Provider will:

Oversee and support, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUP equipment, software, printers, network devices, meeting room technology, and related Services at designated Customer sites.

Y

Support with On-Site activities all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.

Y

IMAC Execution

Provider Will Support IMAC Execution Requirements. Specifically, Provider Will

Physically move equipment, as required, related to a de-installation, an installation, a move, or a cascade;

Y

Connect Equipment to the Network (for example, LAN and/or WAN connectivity);

Y

Coordinate and install Changes to the cabling infrastructure for which Provider is otherwise responsible;

y

Provide desk-side orientation training not to exceed thirty (30) minutes appropriate to the Authorized User(s) receiving the IMAC;

Y

Provide a channel to dispose or cascade equipment and software no longer required and perform disposal in an environmentally friendly manner if possible.

Y

IMAC Additional Responsibilities

Provider will support IMAC additional responsibilities requirements. Specifically, Provider will:

Provide a single point of contact for Authorized Users and the Service Desk for activities associated with an IMAC;

Y

Maintain a pool of spare parts and Equipment, including administration of hardware asset management, request new hardware when stock is running low;

y

Deliver on-site support in following languages: English and local language

Y

Field Support

Provider will provide Field Support for locations identified in Attachment 3.2 Locations. Specifically, Provider will:

Resolve Incidents, Service Requests and Problems associated with EUP equipment and EUP software, and provide break/fix support, advice, and assistance to Authorized Users. Provider is ultimately responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to EUP equipment and EUP software;

Y

Identify the scope of an assigned Incident or a Problem, and provide operational and technical assistance to remedy the Incident or Problem;

Y

Provide on-site support and dispatch Provider support technicians to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels;

Y

Provide the Services and support Authorized Users who connect to Customer network regardless of their physical location;

Y

Provide hands and eyes support for servers, network devices, meeting room technology, printers, etc.

y

Support and coordinate a seamless Authorized User experience for file and print Services that are supported by 3rd Party.

Y

Walk Up Service Center Solution

Provider will provide a walk up service center solution. Specifically, Provider will:

Provider will employ an on-site, consumer-style support service at agreed to Locations as documented in Attachment 3.2 Locations. With the use of face-to-face consultation and interaction with a skilled and dedicated staff, the walk-up service center is able to quickly resolve both hardware and software issues on-site. Specifically, Provider responsibilities include:

y

Implement a walk-up service center with the agreed to features and specifications. Customer is responsible for the facility renovations, overall renovation design of space used for the service center (including costs).

y

Provide immediate access to walk-up end users for hardware and software support;

Y

Allow Customer to engage Provider on issues without calling the Service Desk; and be responsible for opening tickets for both Incidents and Requests on Customer behalf;

Y

Provide hot-swap repair and/or hardware repair while they wait;

Y

Provide and install replaceable parts and/or accessories for Authorized Users;

Y

provide device tune-up to optimize performance of EUP devices;

Y

Provide Authorized Users with loaner EUP Devices configured per Authorized User requirements;

Y

Provide Authorized Users with required support for how-to questions and other IT-related questions;

Y

Install software and firmware or perform software and firmware updates;

Y

Schedule and perform hardware refresh;

Y

Analyze the system to ensure that the EUP device is in compliance with Customer standards;

Y

Provide a retail store experience that many users expect today with dedicated technicians;

Y

Treat every client like a VIP, strengthening the relationship between Customer and Provider, as well as engaging users who otherwise might disengage from IT;

Y

Provide reports including the number of interactions, the number of resolved interactions, SLA attainment of the service center;

Y

Promote the use of new tools and technologies;

Y

Ensure end-user equipment is compliant to KONE EUP policies and standards with no exceptions if any non-compliancy should arise in security matters;

Y

Make sure EUP equipment is given to each end user avoiding any waste or devices/accessories duplicates;

Y

In addition, to the above responsibilities Provider further agrees the walk-up service center will address other key points including:

Emerging/evolving technologies that will induce a greater service workload; and

Y

Growth of the Bring Your Own Device (BYOD) trend and personal devices in the workplace.

Y

VIP Support

Provider Will Perform VIP Support Requirements. Specifically, Provider Will

Provide on-site Provider personnel who speak English at Customer Sites to provide EUP Services to the designated VIP Authorized Users following the Service Hours defined for On-Site Service and laid out in Attachment 2.5 and Exhibit 1 Service Level Matrix as further defined in Attachment 3.2 (Locations);

Y

Provide dispatch support during non-working hours to meet the Service Levels;

Y

Provide VIP Services and coordinating related activities (i.e., open new tickets, follow tickets, ensure the correct tickets closing, etc.) on behalf of the VIP Authorized User;

Y

Provide highly qualified and trained Provider personnel to perform VIP support Services who also:

y

Have deep expertise in technology management and new technologies; and

Y

Have the excellent customer service and communications skills.

Y

Equip Provider personnel with mobile communications to allow direct access via phone and email to these Provider personnel by the VIP Authorized Users;

Y

Provide Equipment and hardware support including, Desktop Devices, Mobile Devices, display screens and video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, projectors, etc.;

Y

Provide basic orientation on connecting to the network and instructions for establishing a remote network connection to Customer network;

Y

Perform training and instruction on all equipment and software as requested by VIP Authorized Users;

Y

Support the addition of new sites made via contract change requests and documented in Attachment 3.2 (Locations) to support VIP Authorized Users.

Y

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Job tags

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Salary