The Service counter provide on-site support for the walk-in users.
For each new case, the Service Counter will also log incidents using Fujitsu ITSM tool’s ServiceNow and provide a ticket number to IHL users as ticket reference number.
For follow up case from Service Desk, the existing ticket from Service Desk will be used as reference and follow up.
Service Counter Responsibilities - Reconditioning of the devices
- Physical device problem, e.g. hardware error
- Escalation of incident that cannot be solved remotely
- Reinstallation of Operating System
- Provide1stlevel Troubleshooting
On-site Engineer Responsibilities - Printer and peripheral
- KIOSK equipment
- Endpoint LABS equipment
- Desktop/Laptop
- Imaging for Staff laptop & labs
- Endpoint Network access control support
- Printer support
- End point Network/Wifi support
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