User Help Desk & Service Desk Expert in 2 Lots

The service desk is a function that is anchored in the incident management and service request fulfillment processes and has interfaces in change management and problem management. It is the central point of contact for faults and service requests in the form of a single point of contact for users. Users are basically all employees and external parties, whereby different focal points and different questions to the service desk are to be expected depending on the type of respective areas of responsibility.

The aim of the service desk is to maintain or further improve solution rates and solution times at a high level in the sense of high user satisfaction. This is to be achieved in close cooperation between the service provider (user help desk) and the DEG IT department.

The processing of all calls and tickets is recorded and documented in a service desk tool provided by DEG (SAP Solution Manager).

Every contact with an IT user is recorded and evaluated by the service desk. The following objectives are supported:

• Structuring of user support,

• Access to IT services for users (uniform contact),

• Receiving, qualifying, resolving, forwarding and completing incidents,

• Documentation and tracking of faults up to resolution,

• Informing users about the status and progress of their requests,

• Availability of services within the agreed operating hours.

The User Help Desk must be staffed at the following times:

• Monday to Thursday: 7:00 a.m. to 8:00 p.m.

• Friday: 7:00 a.m. to 7:00 p.m.

• Optional operating hours: Monday to Friday 5:00 a.m. to 10:30 p.m.

An extension of the standby times is basically possible, so that a price indication for optional activities on Saturdays as well as on Sundays and public holidays is necessary.

The optional activities can be called up unilaterally by DEG, each with a lead time of seven calendar days.

The following staff density is expected on site:

Mon-Thu Persons Fri Persons

7:00 – 8:00 1 7:00 – 8:00 1

8:00 – 9:00 3 8:00 – 9:00 3

9:00 – 15:00 5 9:00 – 15:00 5

15:00 – 16:00 3 15:00 – 16:00 3

16:00 – 18:00 2 16:00 – 18:00 2

18:00 – 20:00 1 18:00 – 19:00 1

The products and tasks to be supported from the 1st level are essentially:

• Standard Microsoft applications (Word, Excel, PowerPoint, Outlook, Visio, Project) version 2016 and following.

• SAP CRM (business partners, activity and opportunity management) WEBUI,

• SAP HR

• SAP IDM (manage creation, IT authorizations and business roles)

• Standard tasks in the area of user administration in Microsoft Active Directory,

• other SAP standard modules and in-house developments,

• Exchange administration (e.g. out-of-office message, owner of distribution groups,

• Asset Management,

• Installation, maintenance, issuance and instruction of notebooks and smartphones,

• Installation, maintenance and, if necessary, replacement of hardware at the workstations,

• Support in the use of media and video conferencing technology,

• Bandauslagerung,

• Support for the room planning software Rooms (3volutions),

• RSA token management and assistance with setup on smartphones,

• Create manuals and documentation,

• Management and administration of mobile phone contracts,

• Project-related cooperation and support,

• Participation in audit reviews and audits regarding users and authorizations,

• Maintain the Knowledge Base in SharePoint,

• Benutzeradministration Innovaphone PBX,

• Benutzeradministration Blackberry UEM Server 12,

• Goods receipt and storage as part of the IT service desk,

• Repair processing for e.g. notebooks and smartphones,

• Performing minor hardware repairs.

Questions can include questions about hardware (standard DEG workstation: EIZO monitors, Lenovo notebooks, docking station and PCs, Fujitsu terminals, Innovaphone tele-fone and Jabra headsets, Ricoh MFP and workstation printers, iPhones) as well as software and relate not only to troubleshooting but also to questions about special applications. Topics can be, for example:

• Problems printing from Microsoft Office (Microsoft Office print preview).

• Cannot find the business partner in the Project Company role in the CRM system.

• Active Directory user locked.

• Questions about handling and settings on mobile devices.

• Recording and forwarding of fault messages from Facility Management.

In addition, the support of conference, training and event technology (projectors, displays, screens, notebooks, audio and video conferencing systems) is one of the tasks of the user help desk.

In the case of low support volumes (e.g. during off-peak hours), it is expected that additional reasonable activities will be carried out to support the IT department. These could include activities such as setting up new computers with software distribution or mass changes to device configurations (e.g. printers).

The user help desk must be staffed on site at the DEG headquarters in Cologne. Due to the pandemic, a remote solution of individual user help desk employees is possible, this can only be done by commissioning the client. It may be necessary to make direct personal contact with the user for some questions (e.g. to replace hardware components). A fully equipped workstation in the DEG main building within the IT department is provided for the performance of the activity.

The contractor must provide a backup call center with availability of 24x7, which can take over the user help desk operation for DEG in the event of a total failure. (Indication price per hour when taken over by backup call center).

The standard working hours of the service desk expert are 38-42 hours per week and comprise about 220 person-days per year. The place of performance for the activity is the headquarters of DEG in Cologne.

The current tasks include the support of the user help desk in the 2nd level support of the tasks mentioned under point 5.1. Other tasks include project-related cooperation and support for colleagues in DEG's IT department.

5.1 Tasks, activities and deployment of the service desk expert

The following tasks are to be taken over and carried out on one's own responsibility:

• Installation, maintenance, issuance and instruction of notebooks and smartphones,

• Installation, maintenance and, if necessary, replacement of hardware at the workstations,

• Training on various topics,

• Create manuals and documentation,

• Project-related cooperation and support (life cycle management, infrastructure, IDM, teams, reorganizations and Kamasys),

• Participation in audit reviews and audits regarding users and authorizations,

• Benutzeradministration Innovaphone PBX,

• Benutzeradministration Blackberry UEM Server,

• Goods receipt and storage as part of the IT service desk,

• Repair processing for e.g. notebooks and smartphones,

• Carrying out minor hardware repairs,

• BlackBerry-BES Support,

• Participation in run and change for SAP Identity Management,

• Eskalationsmanagement,

• Support, administration and troubleshooting for the room planning software Rooms (3volutions),

• Support with organizational adjustments/changes,

• Patch level and vulnerability check for client systems,

• RSA token management and assistance with setup on smartphones,

• Service transition from test to productive operation,

• Support for POS systems from DEG,

• Inhouse Trainings Identity Management,

• Setting up and supporting workplaces for people with disabilities,

• Projektmitarbeit Microsoft Teams,

• Client virtualization and support of special workstations,

• Supervision of media technology in DEG's meeting and conference rooms to support the user help desk.