Desktop support Engineer

Statement of Work (SOW) 1.

Purpose This Statement of Work ("SOW") defines the desktop support services to be provided for our financial company.

The support covers on-premises users at our main offices and remote users across India (PAN India). 2.

Scope of Work The Desktop Support Engineer will handle the following duties:

• On-Premises Support o Fix hardware issues for desktops, laptops, printers, and desk phones. o Set up meeting rooms with video tools. o Help users face-to-face with daily computer problems.
• Remote Support (PAN India) o Guide remote workers across India using safe remote-control software. o Trouble-shoot home Wi-Fi connectivity and VPN (Virtual Private Network) tools. o Ship replacement laptops and coordinate pick-ups for broken devices.
• Software & Security o Install and update approved financial applications. o Ensure all computers have active antivirus tools. o Follow strict financial data security rules.
• User Setup o Prepare new laptops for onboarding employees. o Clean and reset computers when employees leave. o Manage user accounts in Active Directory. 3. Service Levels and Hours
• Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST.
• Response Time: o High Priority (VIP/Trading floor down): Within 15 minutes. o Medium Priority (Work affected): Within 1 hour. o Low Priority (General question): Within 4 hours. 4. Deliverables
• Daily updates on closed and open support tickets.
• Weekly IT asset reports showing available laptops.
• Monthly summary of common technical issues.