The End user calls for desktop services\\r\\nwould be initially diagnosed using remote desktop tool like Kaseya or tool\\r\\nprovided by ARLIC. The services through remote support would include the\\r\\nfollowing:
n \\r\\nConfiguration of Desktops,
- \\r\\nMessaging, Office Automation applications and / or AEGONLIFE\\r\\napplications clients on the desktop,
n Installation of\\r\\nsoftware and troubleshooting related problem,
- \\r\\nOS support â€“ configuration, Reinstallations
- \\r\\nInstallation of office automation applications,
- \\r\\nInstallation and administration of Microsoft\\r\\nApplications and/or open office, such as MS Word, and PowerPoint,
- \\r\\nInstallation and configuration of AEGONLIFE applications\\r\\nclients on desktop.
- \\r\\nManaging disk/folder sharing and permission settings\\r\\non Desktops,
- \\r\\nRe-Installation of desktop application ARLICs on\\r\\nDesktops and Laptops.
- \\r\\nUsing existing tool Kasaya or any tool provided by AEGONLIFE\\r\\navailable with ARLC will be used for remote desktop management. Tool\\r\\norientation will be provided by ARLIC
- \\r\\nDownload, Test and update the critical Patch released\\r\\nby OEM vendors post approval from ARLIC.
- \\r\\nKeep track of Patch versions
If the issue is not resolvable remotely\\r\\nthen deskside support will be provided for users where resident engineers are\\r\\navailable. The locations where resident engineers are available for support is\\r\\nMumbai Goregaon Office. For all other AEGONLIFE offices, desk side support will\\r\\nbe provided by on call support engineer. In case of hardware failure, the call\\r\\nwill be assigned to the AMC vendor and IBM would carry out vendor co-ordination\\r\\nactivities.
The Deskside support includes the\\r\\nfollowing support-
- \\r\\nReceive the tickets from the service/Helpdesk desk
- \\r\\nTake appropriate action on the tickets based on the\\r\\ndiscussions with service/help desk.
- \\r\\nTroubleshoot for the desktop/laptop problems reported\\r\\nincluding diagnostic of hardware failure
- \\r\\nTroubleshoot desktop applications such as MS Office, Outlook\\r\\n/Mail ARLICs, Internet browser, AEGONLIFE applications client etc.
- \\r\\nIf required Reinstall/ Format to Install desktop OS as\\r\\nper requirement, add/ remove accessories, and devices/ peripherals, configure\\r\\nPCs.
- \\r\\nProvide Desktop support such as OS configurations,\\r\\nInstallation of printer/peripherals configurations, virus cleaning and restore\\r\\nthe OS after failure.
- \\r\\nInstall load/ reload desktop/ office automation\\r\\nsoftware, e-mail ARLIC, and browser as per need.
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