IT helpdesk support
On site
Oxford, United Kingdom
Freelance
06-03-2025
Job Specifications
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:
1. Technical Support: Providing assistance for hardware and software issues, troubleshooting problems, and resolving user inquiries.
2. Installation and Configuration: Setting up new desktop systems, installing operating systems, applications, and configuring user settings.
3. User Account Management: Creating, modifying, and deleting user accounts, managing permissions, and ensuring security protocols are followed.
4. Software Deployment: Managing software distribution and updates, ensuring that users have access to the necessary applications and tools.
5. Device Management: Overseeing physical devices such as desktops, laptops, printers, and peripherals, including maintenance and repairs.
6. Multi-factor Authentication : Enable MFA registration via MS Authenticator and ongoing support and maintenance (mobile device changes etc)
7. Security Management: Implementing security measures like antivirus, firewalls, and encryption, as well as monitoring for compliance and vulnerabilities.
8. Backup and Recovery: Establishing backup solutions for user data and providing recovery options in case of data loss.
9. Performance Monitoring: Monitoring system performance and usage, identifying issues, and optimizing configurations for efficiency.
10. 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.
11. Remote Support: Offering assistance through remote desktop tools to troubleshoot and resolve issues without needing physical access to the device.
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
Local Servers & Security Management
1. 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.
2. 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
1. 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.
2. 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.
3. 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.
4. OSS: Use DNA-C to identify and address issues affecting users, such as slow connections or dropped packets.
5. 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.
6. Local End Users: Act as the first port of call for local end users, addressing their network-related issues and providing timely support.
7. Moves and Changes: Support moves, adds, and changes (MAC) within the network, ensuring minimal disruption and seamless integration.
This proposal is for UK Site - Building 142A Park Drive, Milton Park, Abingdon, Oxfordshire, England OX14 4SE
Out-of Scope:
o Personal device support outside of company policy.
o Support for any un-authorised locally built IT applications
Assumptions:
1. End user engineer will install Application Client provided by Application provider. But Application troubleshooting, L1 support will be provided by Application provider.
2. MFA is already enabled by MS Licenses Implementation partner and only Operations is part of the scope. This would be applicable to Anti Virus, user Backup Platform as well.
3. MACD requests in same location where Equipment movement is required will be managed through respective provider, co-ordination work will be done by Onsite Engg.
4. Support window would be 8x5 in UK.
5. Resource would be entitled for UK public holidays and 25 days leaves in a year. During this time, replacement will not be provided.
6. Remote L2 support for UK has been incorporated in Sanand proposal
About the Company
Lakarya is a professionally managed Technical Consulting Company focusing on highly skilled information technology consultants, headquartered in Sterling, VA. We provide highly trained and experienced staff in specific technologies to Fortune 500 firms. Our ability to recruit and provide candidates across the countries gives us a distinct competitive advantage. Our primary goal is to provide every client with a qualified, dedicated and skilled manpower who fits the company's environment and exceeds expectations working with... Know more
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