End-User Desktop Services The scope of typical end-user desktop services encompasses a range of support, management, and maintenance functions designed to ensure that users can effectively use their desktop environments. Key areas include: Technical Support: Providing assistance for hardware and software issues, troubleshooting problems, and resolving user inquiries. Installation and Configuration: Setting up new desktop systems, installing operating systems, applications, and configuring user settings. User Account Management: Creating, modifying, and deleting user accounts, managing permissions, and ensuring security protocols are followed. Software Deployment: Managing software distribution and updates, ensuring that users have access to the necessary applications and tools. Device Management: Overseeing physical devices such as desktops, laptops, printers, and peripherals, including maintenance and repairs. Multi-factor Authentication : Enable MFA registration via MS Authenticator and ongoing support and maintenance (mobile device changes etc) Security Management: Implementing security measures like antivirus, firewalls, and encryption, as well as monitoring for compliance and vulnerabilities. Backup and Recovery: Establishing backup solutions for user data and providing recovery options in case of data loss. Performance Monitoring: Monitoring system performance and usage, identifying issues, and optimizing configurations for efficiency. User Training and Documentation: Providing training sessions, guides, and documentation to help users navigate their desktop environments effectively. Provide hands-on support and guidance during the transition to new systems. Address user concerns and questions in real-time, ensuring a smooth adoption process. Remote Support: Offering assistance through remote desktop tools to troubleshoot and resolve issues without needing physical access to the device. Local Servers & Security Management Monitoring and Feedback: Observe user interactions with the new systems to identify any issues or areas for improvement. Collect feedback from users to help refine configurations. Report any recurring problems or user difficulties to the Implementation team for further action Server Management Monitoring: Utilizing tools for real-time monitoring of server performance, resource usage, and uptime. Backup and Recovery: Implementing regular backup schedules and recovery plans to protect data. Updates and Patching: Ensuring that software and security patches are regularly applied. Security Management Firewall Configuration: Maintenance of firewall controls and policies to control traffic and protect the network from external threats. Access Control: Implementing policies for user access to both servers and network resources Network Support & Maintenance Network and LAN: Respond to network issues and outages promptly to minimise downtime. Diagnose and resolve hardware and software problems using Cisco and Palo Alto tools. Provide technical support to users. Communicate with stakeholders about network status and any planned changes or upgrades. Wireless Network: Address connectivity issues, interference problems, and hardware failures. Provide support for users experiencing wireless network issues. Generate reports on network performance, incidents, and maintenance activities. Infrastructure Cabling: Troubleshoot and repair cabling issues. Ensure that all connections are secure and functioning correctly. Keep detailed records of cabling infrastructure, including any changes or upgrades. Generate reports on maintenance activities and performance. OSS: Use DNA-C to identify and address issues affecting users, such as slow connections or dropped packets. Last Mile Providers: Work with providers to resolve connectivity issues. Ensure that service levels are maintained according to agreements. Document interactions with providers and any changes to service agreements. Provide reports on connectivity performance and any issues encountered. Local End Users: Act as the first port of call for local end users, addressing their network-related issues and providing timely support. Moves and Changes: Support moves, adds, and changes (MAC) within the network, ensuring minimal disruption and seamless integration.