Belgien – Help-desk og støttetjenester – Lokale ICT Ondersteuning

- Interventier for end-user equipment

• Lending of (spare) material such as laptop, charger, mouse, keyboard, presenter, … if end-users have forgotten their equipment;

• Supporting users regarding corporate peripherals such as Smartphone, printer, tablet, …

• Staging: installing the operating system and standard applications on the Fluvius hardware of end-users;

• Supporting corporate and external software, based on available scripts;

• Informing users about the status of their call.

- Interventions in the offices

Tasks related to new working (setting up meeting rooms, shared desks, …) such as:

• ICT equipment in meeting rooms (Projectors, Interactive Screens, Digital Whiteboards, …), including technical support based on available scripts;

• Assisting in the operation of MFPs (Multi-Functional Printers), plotters and printers, including technical support based on available scripts;

• Installing new/changed workstations with screens and docking;

• Supporting corporate and external software, based on available scripts;

• Informing users about the status of their call;

• Support for recently hired employees.

- Telephone support

Collaboration with the existing telephone ICT helpdesk to take, register, and follow up on calls (call-taking).

- Administration

Administrative tasks such as:

• Logging and following up on support tickets to external partners;

• Stock management of hardware: tracking inventory, placing orders, sending repairs to central warehouse, testing hardware after repair, receiving hardware sent by central warehouse, using stock tool (Inflow) …

• Keeping master data up-to-date in CMDB (administrative management).

- Stock management

The tenderer is responsible for the correct and consistent tracking of the hardware inventory and performs an annual full inventory check as well as periodic stocktaking of CMDB material. The inventory must be checked for accuracy for all desktop equipment assigned to users such as laptops, tablets, … Also for material without a CI sticker, an inventory must be made based on what is in the Inflow inventory tool and the actual physical status. Inventory of CI material must be done in both Inflow and the CMDB - Jira tool – with the actual physical status. The results of this check must be reported to the responsible person for Local ICT Support. In its tender, the tenderer describes how the check of this inventory is handled.

- Other tasks

Due to the daily presence of support staff in the offices and the shift to home working, we notice that there is more demand for local ICT support to perform tasks that do not strictly fall under ICT support, such as the distribution of:

• Access badges;

• Keys.

We do not rule out that in the future, these employees may be called upon to perform additional non-ICT tasks.