Troubleshoot issues to resolve or elevate to resolver group specialists.
Test for functionality, network connectivity, and access to Customer’s infrastructure as applicable.
Obtain User acceptance of completion to close the Request/Incident.
If a User does not acknowledge the completion after Excis attempts to contact the User to obtain acceptance 3 times (over 3 business days within the user’s time zone unless otherwise requested), then Partner will deem the Request/Incident completed and close the Ticket.
Hardware Break Fix – Troubleshooting and coordination with hardware vendor
Desk Side Support - Desk Side Support provides problem diagnosis and resolution for authorized operating systems and application software residing on Devices.
Spares Management – Management of stock in dedicated sites
Printer Support – Basic H&E support and coordination with m...