Curated Knowledge Base to provide support for Endpoint Management configurations that we deploy

Maintain SmartStart™ guides for each operating system that provide easy to follow visual instructions for device enrollment

Provide multiple channels to request support services, including phone, email, online and mobile app

Triage of incidents and handover to the appropriate resolver group

Resolution of Tier 1 support requests for Windows, iOS, iPad OS, macOS, and Android, enrolled devices

• EM_EMP_SLA_1 | Customer Satisfaction
• EM_EMP_SLA_4 | Tickets Solved

Support for core Office 365 apps. Enabling employees to be operational and productive

• EM_EMP_SLA_1 | Customer Satisfaction
• EM_EMP_SLA_4 | Tickets Solved

Restoration of services and content to replacement devices

Resolution of Tier 2 support requests related to managed endpoints and Office 365 applications

• EM_EMP_SLA_1 | Customer Satisfaction
• EM_EMP_SLA_5 | Tickets Solved

Proactively identify and resolve device health issues without employee intervention

Contact employees whose devices require corrective actions

Manage and configure devices using Microsoft Intune

Maintain baseline set of policies for Windows, iOS, iPadOS, macOS, and Android devices as well as App Config and App Protection Policy baselines

Testing of supported operating systems (virtual machine based, vanilla builds) with security issue tracking and recommendations

Manage Conditional Access Policies

Provide hardware recommendations, support common issues, and monitoring of device health.

Integration, guidance, and support for Zero Touch Provisioning solutions across the 5 operating systems

Support Microsoft Office 365 application updates on employee devices

Manage existing Azure Active Directory App Proxy and Microsoft Tunnel Applications.

Actively improve products, services, policies, and practices

Management of escalated incidents and problems

Monthly meeting to review service performance

Yearly review of IT strategy with customer

Yearly review of service performance, projects delivered and service improvements

Provide ad-hoc reporting to customer upon request