Initial roll out of user equipment:

• Local logistical support (i.e. removing devices from delivery pallets and placing into temporary local storage, assisting with asset and configuration management activities);
• Deployment of client device baseline, provided by the Purchaser;
• Assembly of end user equipment at user’s desk in a fully functional work position;
• Configuration, testing and connection of the device to the network;
• Perform user acceptance tests (e.g. login with a temporary account) that ensure the previous steps in this work package are completed successfully. Produce and provide a report/checklist for each end user device;
• Mount 75 Access Points in the ceiling.

Roll out of permanent user equipment:

• Remove the user equipment from the end users’ desks installed and move it to a temporary storage room or to a new working position incl. capturing asset details and assisting with device sanitization activities;
• Install the newly provided user equipment comprising the same activities as described in HLT Initial roll out of user equipment;
• Assist with shipping the old user equipment to the Purchaser central logistics hub in Brunssum, NLD.

It service kiosk:

• Incident management;
• Logging, updating and tracking IT issues reported by users in the Purchaser’s IT Service Management (ITSM) ticketing system;
• Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser’s toolsets and IT systems;
• Providing resolutions or escalating issues to higher level of support if necessary;
• Note: While troubleshooting to identify faults in hardware is performed as part of the incident management, hardware repairs and/or hardware upgrades are out of scope.

Technical support and assistance:

• Providing on-the-spot assistance with IT-related queries;
• Assisting with setup and configuration of personal devices (e.g. laptops, smartphones);
• Image the laptops and workstations with baselines provided by the Purchaser;
• Reset to factory default smartphones and tablets;
• Assist with issuance and troubleshooting of smartcards and related certificates.

Asset management:

• Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals;
• Managing inventory and ensuring assets are properly tracked and recorded in the Purchaser’s asset management system;
• Ensuring the local inventory is sufficient to respond to incidents immediately;
• Taking accountability for assets in inventory and follow the Purchaser’s procedures regarding asset hand over and disposal.

User education and training:

• Providing on the spot training and education to users on how to use the hardware and software effectively, adhere to IT policies, and mitigate security risks.

Network connectivity and assistance:

• Assisting with connecting to corporate networks, Wi-Fi and VPNs;
• Troubleshooting network connectivity issues;
• Providing credentials to visitors for access to a guest Wi-Fi network.

Feedback and improvement:

• Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common issues.