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IT Helpdesk support

$ 3,000 - $ 3,000 / month

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a) Incident and Problem Management:

(i) Application Support

• Install other 3-party applications upon request

• Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRiQ Ticketing, etc.

• Making support request to issues related to Microsoft Office 365 platform.

• Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.

• Escalation to L2 Support.

(ii) General Support

• Fault reporting: Laptop, Printer, Keyboard, Mouse, Headset, etc.

• Printer Related Support: Install, Configure, Escalate to Vendor.

• Monthly Random Laptop Checks

• User Administration: Staff On-boarding, Staff Off-boarding, Password Reset, Group email, Microsoft Admin Portal, Entra Admin Center, Intune, Azure AD, etc.

• Corporate SIM Card assignment, maintain Mobile number listing.

(iii) Network Support

• Fault reporting: VPN, Internet Connection

• Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network (VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc.

• Meraki Device Admin, device whitelisting, blacklisting, etc.

• Sophos Central Admin, Device and user group assignment, etc.

• Ruckus Admin, reset Ruckus APs, adjust settings, etc.

• Cisco Email System support, e.g. Blacklist or whitelist domain, Email tracing, Email policies settings, etc.

(iv) Cybersecurity Support

• Send Staff Advisory

• Create KnowBe4 User

• Daily Firewall Security Checks

• Daily Sign-In Checks

(v) 3CX Support

b) Asset Management:

• Asset Issuance, Loan Issuance, Track and maintain asset listings.

• To assist in stock-taking exercise, if required.

• Hardware vendor liaising and coordination for Return Merchandise Authorization (RMA) and Warranty.