Field IT Services Support

Location - Ireland/Scotland

Onsite Dispatch Support

SkySys is seeking resources to help assist with Field Services Support in the following areas:

• Desktop/End User Support
• Smart Hands & Feet / Data Center Support

Summary

The Senior Workplace Engineer is a senior-level position responsible for providing second-line support to users of IT systems and applications. The workplace engineering team is the "face of IT”, and their ability to deliver a friendly, effective, and responsive service directly impacts the perception of technology within the user estate.

The roles responsibilities include resolving complex technical issues, providing training and support to junior peers, and developing and implementing new processes and procedures.

Key Responsibilities

Workplace Services – Dispatch Support Services

• The dispatch support service enables resolution at the end user's locations for incidents, problems, changes, queries, fulfilment of hard IMACDs, stock management to support break-fix across all tower services and smart hands activities.
• Remote sites and home workers will be serviced via Field Services Third Party by the Next Business Day of the day when the incident is reported.
• The service supports approved and provisioned devices and services delivered to the end user through physical on-site interaction.
• The service provides limited support to end user devices that are not provisioned but which are used by the end user to access or conduct their work (e.g. end user bring your own device (BYOD)). Limited support extends to services not defined but which are technical in nature and aligned to the skill set of an on-site support engineer (e.g., projectors, fax machines, printers). Limited support entails initial diagnosis and support where possible with re-direction of the incident or query to the appropriate support channel if required.
• The Supplier shall conduct the following activities (not exhaustive):
• Responsible for dispatching the appropriate on-site support specialist for each request that cannot be resolved by the service desk, third party or resolver group remotely.
• Support the service desk in scheduling on-site visits for incident resolution of IMACD requests.
• Support VIP services based on agreed events e.g.: board meeting, on a service request basis.
• Receive and sign for parts or equipment deliveries dispatched at the request of third party supplier or in support of on-site stock management.
• Support break-fix activities through whole swap of supported devices (e.g. desktop, laptop) or swappable components (e.g. hard-disk, battery, CD/DVD device, LAN device) from on-site stock.
• Manage the warranty claim process with the respective third-party supplier(s).
• Execute IMACD requests where these have not been scheduled by the service desk or where end user availability requires re-scheduling. Upon completion of the IMACD, Supplier shall ensure that all packaging materials are disposed of according to local environmental regulations or location policies.
• Provide coordination of location orientated activities in line with service desk and FS Wipro Lead coordination of back-end/remote activities using a 'one touch' principle, ensuring that the end user is satisfied upon completion of activities.
• Update the CMDB and ITSM toolset using the agreed processes, with respect to progress (re-scheduling, pending repairs, etc.) and completion of an assigned ticket to ensure the service desk can manage the lifecycle of the ticket.
• Update the CMDB and ITSM toolset to capture any change to configuration items.
• Manage on-site stock, ensuring an adequate level of spares, parts and consumables is maintained.

Workplace Services – Smart Hands

• The Supplier shall deliver smart hands management services in a manner that ensures that day-to-day operational tasks and discretionary tasks are undertaken to facilitate the smooth operation and maintenance of the services.
• Report on the status of equipment, including lights on and status or colour of lights, cables connected and condition of cables, equipment & general environment.
• Perform power cycle of equipment on request, including hard and soft power reset and resetting of circuit breakers on power supplies as per the respective team guidance.
• Undertake any basic tasks required under the direction of Supplier, any third-party supplier or to assist in the restoration of services following a failure.
• For locations utilising IP telephony or video conferencing systems, support will be provided to the end-point devices, ensuring that they are correctly connected, functioning as described in pre-agreed operations manuals and basic support is provided to end-users in initial configuration and troubleshooting.
• Perform patching between structured cabling and active network equipment (e.g. LAN switch) in a communication room or equipment room.
• Perform management of removable media, including mounting and de-mounting of removable media and preparation of removable media for safe transportation to off-site storage facilities for service room environments.
• Perform a receiving service - to receive and sign for parts or equipment deliveries dispatched at the request of Supplier, or any third-party supplier.
• Provide information and assistance to facilitate root cause analysis and incident or problem resolution.

Workplace Services – On-Site Stock Management

• The Supplier shall work with third-party suppliers to receive spare parts and peripherals to maintain stock levels.
• Maintain an inventory of current stock levels considering the likely demand.
• Leverage incumbent logistics services for the delivery and receipt of outbound/inbound stock.
• Work with third-party suppliers to securely dispose of assets as and when required.
• Provide a secure storage room for stock equipment with limited and controllable access within or nearby locations.
• Review any failed deliveries, investigate, and take appropriate action, e.g. rebook etc.