Deskside Services refers to tasks requiring direct interaction with users, either remotely or onsite. Most Deskside tasks can be handled remotely, though a task listed in the remote section may require an onsite visit to complete (for example, an Outlook access issue may be resolved remotely if it’s software-related, but may require an onsite visit for a bad network cable).

What’s included in Onsite Resolution:

1. Printer connectivity issues requiring onsite service (note: the list below is not exhaustive):
   • Loose cabling.
   • Network connectivity:
     1. IP address conflicts
     2. DNS settings
   • Addressing of problems which could not be resolved remotely.

2. Network and Internet failures
   • Troubleshooting of end-user related issues from the wall port to (and including) a user workstation.
   • DHCP setting check.
   • DNS settings check.
   • IP configuration.
   • Clearing of stored states/tables such as caches, cookies, DNS, legacy IP addresses, etc.
   • Cable troubleshooting and remediation.
   • Network interface card (NIC) troubleshooting and remediation.

3. IMACD-A
   • Installation or replacement of peripherals:
     1. Mouse
     2. Keyboard

• Monitor

1. Headset
2. Printer

• Employee workstation setup.
• Employee workstation move (on premise).
• Printer relocation (deskside models only).
• Cable routing.

4. Uninterruptible Power Supply (UPS) failure
   • UPS replacement.
   • Basic troubleshooting and remediation:
     1. Battery check
     2. Wet/dry test

• External damage inspection

5. Workstation, peripheral, and mobile device email set up for one user