Service Description
Managed Desktop Services (MDS) provides professional, efficient, customer-centered onsite, and remote IT support while maximizing IT-related productivity, efficiencies, and cost savings. Utilizing flexible and reliable enterprise level technology management and support tools, our service model is based on the provision of sound, proven security practices in alignment with UNC policies and standards.
Centralized desktop support and lifecycle management is provided for end users and computing devices in UNC organizations which lack or have insufficient IT support staff and who opt-in at an annual per-device fee.
Within this scope, MDS not only provides 'fixers' for technical support needs; we provide consultative services to aid in customers' use or adoption of existing and new technologies to best suit their needs to advance UNC-Chapel Hill and department goals.
For needs beyond the scope of MDS services, MDS serves as your customer liaison for ITS and other services.
Out-of-scope services may relate to infrastructure, networking (behind the wall), Campus Managed Print Services, personally-owned devices, and telephony.
Audience
Employees
Documentation
Service Provisioning
Departments wishing to receive IT support services from Managed Desktop Services should submit a service request to discuss service needs, arrangements and payment for services provided. Once MDS and the departmental representative have finalized a service agreement, any service requests from faculty or staff member in the department will be escalated to MDS staff for resolution.
Supported Environment/Services
MDS supports UNC-owned personal computing equipment utilized for the advancement of UNC and department goals.
Expected Delivery
5 Business Days
Keywords
Computer setup, computer move, computer image, re-image, laptop, desktop
Support
Technical Support/Contact Information
MDS will provide:
- Provide on-site, remote access and/or self-service tech support options for all covered devices, campus-wide applications, and connections
- Provide on-site, remote access and/or self-service printer installation and configuration
- Manage users, devices, shared resources and related security policies on UNC enterprise networks
- Reimage computers using UNC baseline standard image as required for function, transition or other identified need
- Develop and provide access to self-service training, tools and resources via online web portal
Asset Management
- Tag and manage inventory and location/user transitions for all covered users and devices
- Manage user transitions for all covered users and devices
- Provide copies of all shipping paperwork received with orders shipped directly to MDS at client’s request
- Provide annual report on asset inventory, retired devices, and refresh recommendation
- As available, provide access to pool of loaner devices with standard configuration and software load for temporary or transitional need
Security and Vulnerability Oversight
- Routinely monitor the connection and update status for all supported devices to MDS enterprise servers and systems to ensure application of critical updates and patches
- Routinely monitor devices designated for enhanced security needs for known software vulnerabilities and remediate as required for continual access to university servers and services
- Securely store, process, and surplus all covered devices at end of life
Facilitation and Consulting Services
- Advocate on client’s behalf to advise and facilitate service needs to other ITS units for campus-wide services
- Routinely attend client staff and leadership meetings to provide updates, recommendations, opportunities for feedback and relevant reporting
- Confer with client on all potential out of scope service requests and obtain preliminary approval prior to proceeding
Operational Support
- Request support via help.unc.edu for all service, incident and related requests for both new and existing services
- Report all new devices, staff and access requests via help.unc.edu
- Report location/user transitions (physical moves, staff transfers, new staff, exiting staff) for all covered devices via help.unc.edu
- Report all changes in device assignments (reallocation, surplus, re-purposed devices) via help.unc.edu
- Ship all orders for supported devices to MDS using the provided code and shipping info:
- Forward all relevant shipping updates to MDS Asset Manager.
- Review and confirm annual reports on billing, surplus, and refresh recommendations
- Make reasonable efforts to keep supported devices current and compatible with UNC technology standards
MDS Access and Workspace
- Transfer administrative rights for management and security of supported devices, accounts, and shared resources on UNC networks and related systems
- Provide MDS staff with access to users and supported devices as needed for support, inventory, and monitoring
- Provide MDS staff a work space and access to secure storage
UNC Stewardship and Compliance
- Comply with all software licensing requirements
- Adhere to applicable UNC IT Policies, Procedures and Guidelines
- Own department data and categorize data according to UNC’s Institutional Data Governance Policy
- Consult with UNC’s CERTIFI Committee and adhere to established PCI compliance standards if accepting electronic payments
Out of Scope
The MDS managed services rate covers standard, foundational IT-related enterprise and support needs. Separate support requests outside of the parameters documented herein will be evaluated and assessed on a case-by-case basis and may be subject to additional fees for out of scope services. MDS will present a general quote for out of scope services to the Primary Billing Contact to obtain preliminary approval prior to proceeding.
Out of scope services could be related to infrastructure, networking (behind the wall), Campus Managed Print Services, personally-owned devices and telephony;
- Equipment not purchased or provisioned by UNC unless otherwise agreed;
- Devices not under management by Managed Desktop Services;
- Negotiating or servicing third-party or vendor contracts for services.