Help Desk Support

1) Service desk implementation:

• ·         24 x 7 helpdesk - phone, e-mail, online chat
• ·         Canadian-French requirement
• ·         Standard applications include SAP, Windows XP, Windows 7, Lotus Notes 8, Office 2003-2010,  Cisco Telephony, Blackberry/iPhone support, Citrix, Cisco vpn, Checkpoint vpn, Symantec antivirus 10/11, Adobe reader/writer, Internet Explorer 7-9, Opentext  Livelink, Jive, Altiris, Vista Planner Excel, Sage MAS IMACs

2) Remote Monitoring & Operational Procedures:

Ability to perform standard and non-standard server/network and application monitoring (documentation and training will be provided for any non-standard custom applications)

Manual tasks (verifying log files and following procedure, including escalation)

Decision-tree application tasks (documentation and training will be provided)

Data scrubbing (documentation and training will be provided)

3) Computer Refresh:

Image building and deployment

Procurement and asset management

4) Desk Side Support:

Ability to provide on-site Level 2 technicians on temporary basis at all major facilities to backfill, augment resources.