Deskside Support
" Provide dedicated on site EUS Service / dispatch on-site desktop support during location Hours of Operation as defined by Client and as specified in Appendix G (Service Locations)
Provide Emergency Response call out support outside of hours of operations at locations as defined by Client.
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Perform proactive and reactive monitoring and troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate
Resolve Incidents and Problems associated with EUS Devices and End User Software, and when necessary (i.e. warranty) coordinate break/fix support with Third Party OEMs/vendors, advice, and assistance to Authorized Users.
Identify the scope of an assigned Incident or a Problem and provide operational and technical assistance to remedy the Incident or Problem them before they impact Authorized Users.
Provide support to all Authorized Users who access Client provided services from any location. Wherever possible, support and repair the defective EUS Device or End User Software remotely using the EUS Device Management System.
Provide remote support, and when necessary, onsite support or dispatch Service Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.
Coordinate efforts with Third-Party Vendors and maintenance providers as necessary to keep EUS Devices and End User Software in good working order.
Assist Authorized Users with support to enable the correct use of EUS Devices and End User Software, as well as access to and use of related technologies, data, and Services.
Service Provider is responsible for remediation of Security Incidents on EUS Devices and End User Software in accordance with instructions and priority provided by the Client Security team."
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases