01. IT Level 1 Support Services- 02 Nos
Scope of Services:-
•IT Assets Management
•ServiceDesk tool management
•Call Handling & Ticket Logging
•Basic Troubleshooting & Resolution (Windows, Outlook, Network, Printer, SAP GUI)
•Password Reset & Account Lockouts
•Application Installation and Troubleshooting
•Windows Image / Operating System preparation for various Hardwares
•Printers monitoring & management
•IP Telephone installation and basic troubleshooting
•Working with leasing vendors for PCs/Printers/other services
•Conference Room/ Training Hall support & user guidance
•Application Access Support (SAP, Office365, SharePoint, etc.)
•Hardware Issue Logging & Escalation
•Hardware installation, replacement & support
•User Onboarding/Offboarding Requests
•Site & Remote Support via approved tools (e.g., Remote Control, Teams)
•Daily Checklist/Health Monitoring Tasks
•Logging Service Requests for IT L2/L3 teams
•Initial Diagnosis & Categorization of Incidents
•Knowledge Base Usage & Contribution
•IT ServiceDesk reporting & documentation
Staffing Requirements:-
•Minimum 4–5 qualified agents
•1 dedicated team lead (Arabic/English bilingual)
•Agents should be ITIL Foundation certified
•Familiarity with SAP GUI, Office365, Active Directory
Thanks & Regards
ASMACS