Early Lifecycle Support:

• User support will be the core responsibility of the early lifecycle support (ELS) staff;
• Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads);
• Provide user-support for self-enrolment process;
• Provide user-support for users seeking technical assistance from IT Kiosk;
• Perform troubleshooting through diagnostic techniques and pertinent questions;
• Training users in best practices;
• End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones);
• Direct unresolved issues to the next level of support;
• Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment;
• Pass on any feedback or suggestions by users to the appropriate internal channels.

Admin and logistic support:

• Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users;
• Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB;
• Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops.

Technical Advisory Resource and Change Management:

• Assists advising customers within the Area of Responsibility (AoR) on technical aspects of the service provision;
• Assists developing technical, cost, and resource assessments for emerging requirements;
• Manages and maintains the Time Accounting System in support of accurate tracking and reporting;
• Performs Change Management activities to ensure proper evaluation, approval, and implementation of changes in accordance with established processes.

Continuous Improvement:

• Identify areas for improvement in the enrolment process, documentation, and best practices;
• Proactively identify potential vulnerabilities and coordinate preventive measures;
• Contribute to the knowledge base of the implementation team;
• Ensure all information and registers are accurate and up-to-date.