A helpdesk dedicated to support users on technical and user related errors on handheld ICT equipment. The helpdesk can give both hands-on support and guidance how to solve problems. There will be a reception with scheduled opening hours and a ticketing system to make sure that all issues will be properly handled. The helpdesk will be available for humanitarian workers from UN agencies and NGOs.
Standard/Optional service: Standard
Activation time: 1st week
Establishing a pre-determined help desk system that provides basic ICT support services related to the provided ETC services (connecting to the network, printers) on best effort basis.
|Purpose||Humanitarian workers need support to solve technical errors on laptops, cell/smart phones, cameras and GPS devices. They also need support with correct usage of equipment.|
|Description||A helpdesk dedicated to support users on technical and user related errors on handheld ICT equipment. The helpdesk can give both hands-on support and guidance how to solve problems. There will be a reception with scheduled opening hours and a ticketing system to make sure that all issues will be properly handled. The helpdesk will be available for humanitarian workers from UN agencies and NGOs.|
|Service Description Status||Final|
|Standard features||- Assist users with connecting to the ETC network - Support users on hardware and software related errors - Installation of software - Assist users with connecting to a printer - Guide users on how to use scanners and copy machines - Guide users on how to use common software e.g. Word, Excel, PowerPoint - Erase viruses from computers and external memory devices - Assist with downloading coordinates from GPS to computer - Assist with downloading photos from camera to computer|
|Details of service level||Not applicable|
|Activation trigger||Emergency declared and ETC activated|
|Deactivation trigger||Emergency project completed and services are decommissioned or hand-over arrangements established (MOU)|
|Time for service delivery after activation||First week|
|Dependencies||Voice and Data services at least level D1.0 and D2.0 established.|
|Responsibilities of service recipients||- Recipients need to provide chargers/batteries for devices and cables/software to connect cameras and GPS devices to a laptop.
- Recipients need to provide valid license keys for any licensed software to be installed.
|Specifications for end-user terminals||- PC with Windows XP, Vista or 7
- Microsoft Office 2003-2010
- Blackberry, iPhone, Windows Phone, Android phones
- Other brands, models and soft wares are supported on a best effort basis.
- Cameras and GPS devices are supported on a best effort basis due to the huge amount of brands and models available.
|Cost to service recipients||No cost of the service during the project|
|Technical support||Not applicable|
|Maintenance arrangements||Not applicable|
|Name of provider(s)||Swedish Civil Contingencies Agency (MSB)|