Remote Desktop Support

Tender description

COPFS requires the desktop service to include an onsite resource for the duration of the contract. The onsite resource will be proficient in hardware and software support, including: - Undertake break/fix for all desktop related hardware faults including PCs, laptops, tablets, monitors, printers, etc. - Small desktop hardware moves within/between COPFS offices. - Be able to complete the various tasks required to re-image a device prior to re-deployment. - Be capable of connecting hardware to local area network equipment. - Hardware upgrades when necessary. These services will be carried out by an on-site engineer, integrated into the COPFS Service Desk Team. They will provide an immediate response to any desktop related service calls. The engineering resource need to be available to travel to any COPFS office during their duties. COPFS will not provide transport. The supplier will need to be able to deliver consistent levels of service for the deliverables assigned to them on a cost effective and best value basis. For security purposes all personnel shall need to have an Advanced Disclosure security standard certificate. The equipment to be supported is located across 54 sites throughout Scotland, including the Highlands and Islands. The level of skills required means the on-site engineer should be the equivalent of a Senior Analyst/Programmer/Tester/Specialist. The Supplier will identify and provide the details of a Contract Manager responsible for the allocation of assigned resources and to ensure identified demand is appropriately resourced when required. Regular engagement, as appropriate, will take place to manage the allocation of resources and to review the status of the Contract, against value and performance delivery. Any issues arising from the Contract will be raised to the Contract Manger who will engage with the COPFS Contract Manager for resolution.