Details.
Provides a single point of contact for IT service and support requests, centralised ticketing and case tracking, service status email updates, and remote support for eligible incidents. Remote services include phone advice, remote diagnostics and troubleshooting, software installation, and configuration settings. Covered equipment is an end-user desktop or laptop computer, excluding mobile devices. Covered applications are Microsoft Windows Operating System, Microsoft Office, Microsoft Outlook and internet browsers. External vendor coordination, warranty claim coordination and internal IT escalation assistance are included. Support is provided remotely using remote access tools, which the end user must download and install. Customised and third-party software, defective equipment repairs and issues outside the listed scope are excluded.