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Remote Desktop Management

Desktop OS and Application Support includes following services:

  • Install, Configure & Upgrade Operating Systems
  • Install, Configure & Upgrade standard office Applications
  • Apply Patches & Bug Fixes as required& recommended
  • First level Support on Application Software based on Customer SOP
  • Installation & troubleshooting of Client applications, if any based on provided training & SOP
  • Daily, Monthly, Quarterly Report Generation
  • ANTIVIRUS MANAGEMENT – Using Central AV Console,
    • Install, Configure Antivirus Software on Servers & Client machines
    • Schedule & Run Virus Scan
    • Apply Patches & Bug Fixes
    • Download Virus Removal Tool & Clean on major virus strikes
    • Maintain Antivirus Management Reports
  • Resolve issues forwarded by the IT Service desk, related to desktop/LAN/OS & Office
  • Provide support for application issues on the desktop, co-ordinate with support teams for permanent fix
  • Make escalations to appropriate IT teams or vendors whenever required
  • Troubleshoot performance issues experienced by users due to hardware, software, network latency etc.
  • Liaise with global teams for global projects

Desktop Support Service Periodic tasks:

Daily Activities

  • Checking antivirus definition updates on PCs and remediation
  • Checking patch update status on PCs, updating patch, antivirus definitions and remediation
  • Checking inventory scan on PCs
  • Handling support requests for L1 / Troubleshooting
  • Temp File / Log File management and remediation
  • Error Management – Memory, hard disk, etc.

Weekly Activities

  • Backup configuration, database
  • Generating inventory, antivirus, patch update reports
  • Review application development reports – exception management

Monthly Activities

  • Creating and updating system policies (Ex. Inventory, Patch, antivirus updates, software distribution)
  • Creating software package for distribution
  • Reviewing system configuration, optimizing it
  • Generating call/case report
  • Generating inventory, antivirus, patch update reports
  • Generating and updating inventory, antivirus, patch reports

Note:Accel Frontline will use remote monitoring and management tool to manage the desktops. This tool would be on a hosted model and is ITIL Compliant. This tool will form an integral part of the services offered during the contract.