Scribd
Upload
75 views4 pages

Scope of Work Desktop (Roaming)

The document outlines the requirements for an IT support role including: - Support hours of Monday to Friday 8:30am to 6pm and the ability to travel to remote agency sites. - The role is expected to resolve approximately 1200 incidents and service requests within 12 months. - Qualifications include a minimum of 6 years experience in desktop support, networking or service desk roles along with relevant certifications and the ability to troubleshoot, document solutions, and communicate with customers.

Uploaded by

DON DOMINOC RIO
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
75 views4 pages

Scope of Work Desktop (Roaming)

The document outlines the requirements for an IT support role including: - Support hours of Monday to Friday 8:30am to 6pm and the ability to travel to remote agency sites. - The role is expected to resolve approximately 1200 incidents and service requests within 12 months. - Qualifications include a minimum of 6 years experience in desktop support, networking or service desk roles along with relevant certifications and the ability to troubleshoot, document solutions, and communicate with customers.

Uploaded by

DON DOMINOC RIO
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 4

Support Hours and Location

Below support days and timing is the minimum requirement, if there is a need to perform after
office hours or weekend support on project basis time off will be given.

 Monday to Friday, 8:30am to 6pm.


 Location: Agency Remote Sites
 Employees are expected to be able to travel within supported Zone to provide IT Support

Incidents and Service Request

Incidents and service requests refers to tickets or cases that is logged by end-users through the
NCS incident and service request management system. General coverage on the delivery of
incidents and service request will be shown respectively under Support Hours and Location,
Operation Level Objective, Support Scope, Supported Devices and Other Requirements.

 To resolve approximately and estimated amount of 1200 deskside support related


incidents and service requests within 12 months.

Qualification of Candidate

 Minimum six (6) years of Desktop Support, ICT End User Computing or
 Service Desk Agent experience with networking and system administration experience as
well as exposure in project management in ICT projects;
 Possess expert-level troubleshooting skills and analysis methods for the purpose of
providing expert advice and assisting Level 1 and Level 2 Desktop
 Support Engineers to resolve escalated issues;
 Possess strong and proven experience in designing and developing one or more courses
of action, evaluating each of these courses in a test case environment, and implementing
the best solution to the problem;
 Possess excellent communication skills to demonstrate and present the solution to the
Customer, and the solution will also be made available for future troubleshooting and
analysis recorded in proper documentation.
 Possess at least one (1) of the following certification or educational qualification:
o Microsoft Certified Solution Expert (MCSE) in one or more of the following:
Desktop Infrastructure, Server Infrastructure, Communication -or equivalent;
o Microsoft Certified Systems Administrator (MCSA) or equivalent;
o Desktop: CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent
o Microsoft Certified Masters (MCM) or Microsoft Certified Architect (MCA) or
equivalent;
o Cisco Certified Network Associate (CCNA) or Cisco Certified Internetwork
Expert (CCIE) or equivalent;
Operation Level Objective

 P1 tickets Response within 20 minutes, Resolution 1 Hour 30 minutes


 P3 tickets Response within 50 minutes, Resolution 7 Hours
 Standard Service Request to be resolved within Agreed Fulfilment.

Support Scope

Below mentioned are the minimum guidelines, but not limited to, on the type of supported scope
and may increase over a period of time.

 Trouble-shooting and problem resolution


 Administration and Configuration
 End User Device Hardening and Lockdown
 Re-imaging
 Moving PCs and Devices within same premises
 NAC related issue
 Guide users on data backup and transfer
 End User Device Hardening and Lockdown;
 Deployment of EUCD devices

Supported devices

Below mentioned are the minimum guidelines, but not limited to, on the type of supported
devices.

 Desktops;
 Notebooks;
 Printers, including multi-function devices (i.e. printers, scanners and fax devices);
 iPads or equivalent;
 Mobile Device;
 IP Telephones (First level troubleshooting)
 Other peripherals (e.g. external hard drives, mouse, smart-card readers, monitors).
Other Requirements

NCS reserves the right to request for replacement of any candidate deem unsuitable with written
notice.

You might also like