Responsible for the provision of the following functions, with additional support from the Managed Services Provider as required:Service Desko Single Point of Contacto Tickets to be opened through various channels including Web browser, Desktop client, Mobile Application, Email, SMS, Chatbot and Call center (System to be provided by DNEC).o Incident and Request Lifecycle Managemento Escalate complex matters to next level supporto Contribute FAQ's and Knowledge Articleo Customer Survey Feedbacko Call Quality and Auditingo Service Desk Training and Improvement Plano Provisioning of End User Accountso Password Resetso End User Software Provisioningo Communication and AlertsEnd User On Site Support:o Second Level Case Handlingo IT Software Provisioningo End Point Devices Management (Laptops, Desktop, Mobile Phones)o Employees hire to retire supporto Workplace IMAC (Installation, Moves, Additions and Changes) supportSmart Office:o UCS (Unified Communication System) / IP Telephony Managemento Multi-Function Printers/Scanners Managemento Digital Signage Managemento Meet Room Booking System Management
End User On Site Support:o Second Level Case Handlingo IT Software Provisioningo End Point Devices Management (Laptops, Desktop, Mobile Phones)o Employees hire to retire supporto Workplace IMAC (Installation, Moves, Additions and Changes) supportSmart Office:o UCS (Unified Communication System) / IP Telephony Managemento Multi-Function Printers/Scanners Managemento Digital Signage Managemento Meet Room Booking System Management
