2016-compucom-powerpoint template-standard...

HUB International: Account Overview

July 2016

© 2016 CompuCom. 2

Course Overview

The purpose of this course is to provide an overview of the service

CompuCom Systems will provide to HUB International.

This overview provides the necessary information to understand what is

expected and required while providing IT service and support to HUB

International.

All HUB International account support documentation can be found on

the HUB International HelpNet

© 2016 CompuCom. 3

1 Scope

2 Parts & Logistics Strategy

3 Service Levels & Coverage Hours

4 Holiday Hours

USA

Canada

5 Technical Support Contacts

6 HUB International Site Locations

7 Key Site Support

8 IMAC support

9 Equipment Type Supported

10 Warranty Process

11 Out of Warranty Process & Refreshes

12 Tech Skill Set Requirement

13 Shoulder Tap Process

14 Applications Supported

15 Access Rights

16 Personal Appearance and Dress Code Policy

Agenda

© 2016 CompuCom. 4

Scope –

To provide support to over 500 sites in the US, Canada and Puerto Rico

– Using Louisville and Canadian depots for parts stocking

– No services out of Paulsboro

– Service Desk (SD), End-User Enablement (EUE), Cross-Functional

Operations (XFO)

– Triage, FOC, Tech Support

– Primarily Lenovo warranty support and peripherals.

– RMA with Lenovo will be handled out of Louisville and Scarborough

– Disposal Services

– EUE – 100% dispatch. Aggressive SLA’s starting day one.

– Desk side, break/fix, smart hands and conference room support

– Asset tracking required via ClearVision

• case notes and equipment information MUST be entered

© 2016 CompuCom. 5

Parts & Logistics Strategy

Depots

– Louisville for US

– Depot in each of the Canadian provinces

© 2016 CompuCom. 6

Service Levels & Coverage Hours

SLA’s

– 95% of cases are NBD (Next Business Day) resolution

– IMAC 3 business day resolution

Coverage hours

– Onsite support is 7am -7pm

– Local times may very

Appointments

– Setting and keeping an appointments are very important to the customer

– Checking out with the customer before leaving is also important

© 2016 CompuCom. 7

Holiday Hours

USA 2016 Holidays

New Year’s Day Friday, January 1, 2016

President’s Day Monday, February 15, 2016

Memorial Day Monday, May 30, 2016

Independence Day Monday, July 4, 2016

Labor Day Monday, September 5, 2016

Thanksgiving Day Thursday, November 24, 2016

Friday After Thanksgiving Friday, November 25, 2016

Winter Holidays Monday, December 26, 2016

Some Company-observed holidays may vary from office to office depending on business necessity and client relations.

For information on which holidays your particular office observes, contact your immediate supervisor.

© 2016 CompuCom. 8

Holiday Hours

Canada 2016 Holidays

Some Company-observed holidays may vary from office to office depending on business necessity and client relations.

For information on which holidays your particular office observes, contact your immediate supervisor.

Holiday Date ProvinceNew Year's Day 1-Jan-16 All

Family Day (BC) 8-Feb-16 BC

Louis Riel Day 15-Feb-16 MB

Family Day 15-Feb-16 SK;ON

Islander Day 15-Feb-16 PE

Heritage Day 15-Feb-16 NS

Good Friday 25-Mar-16 All

Victoria Day/Patriot's Day 23-May-16 All

National Aboriginal Day 21-Jun-16 NT

St. Jean Baptiste 24-Jun-16 QC

Canada Day 1-Jul-16 All

Discovery Day 15-Aug-16 YK

BC Day 1-Aug-16 BC

Saskatchewan Day 1-Aug-16 SK

New Brunswick Day 1-Aug-16 NB

1st Monday in August (Civic Holiday) 1-Aug-16 MB,NU,SK,ON,NS,AB

Labour Day 5-Sep-16 All

Thanksgiving Day 10-Oct-16 All

Remembrance Day 10-Nov-16 MB,BC,SK,NT,YK,AB,PE,NS

Christmas Day 25-Dec-16 All

Boxing Day 26-Dec-16 Western Regions working (TOS & Barton)

© 2016 CompuCom. 9

Technical Support Contacts

Contact the FOC for Technical Support– Tech Support: 888-366-6607

– Hub Helpdesk for password and login info: 1-888-677-6948 option 4

– For general support questions or approvals on repairs send an email to:

DL-099-HUB EUE Support [email protected]

For Escalations: – Account Manager

• Diane DeJacimo (630) 415-8808 [email protected]

– Service Delivery Manager• David Krejci (312) 316-6256 [email protected]

BRM’s – HUB Business Relationship Managers. – Work for IT

– About 20 spread throughout the country

– They are IT’s liaison with the BU’s

– IT Site Managers, IT Site Analysts, service desk managers, etc.

– They are technical

– Can connect with them via Lync

– Reach out to the BRMs for assistance only after exhausting internal escalations

– Whatever the BRMS assist with needs to be documented so that they are not asked the question again

mailto:[email protected]



© 2016 CompuCom. 10

Technical Support Contacts, cont.

Technical people Onsite – there are some technical resources at

different sites.

– Do not work for HUB IT

– Paid for by the business unit

– They would replace keyboards, monitors, etc.

– They should not be reimaging devices or making any type Lenovo warranty

repairs

– They should not have local admin credentials


HUB International Site Locations

Approximately 500 sites– Regional offices have 100-200 people.

– Only about 10 have over 100 users.

– Majority of sites have 5-25 users

– HUB International: http://www.hubinternational.com/

Locations– Can be in an office setting

– Within strip malls

– Located in auto dealerships

– Should have signage

– Not necessarily a receptionist

Dealership support (currently only supported in British Columbia, Canada)– Dealerships do not want techs showing up unescorted

– Have spaces in auto dealerships

– They are not on the HUB domain

– Technician will meet HUB representative at a HUB office and then be escorted to a dealership

Parking– DO NOT park in the Visitor parking unless instructed by the specific office

http://www.hubinternational.com/


Key Site Support

VIP support– Priority in queue for Service Desk (SD)

– Nothing as far as priority for field

Remote support– Need to bring into an office or ship device to an office

Smart Hands– Standard smart hands

– Will be very limited

– Most offices will just have a router and switch

Conference room support– Conference rooms vary by location

– Can open a ticket in advance of a large meeting to make sure everything is set up properly prior to the meeting and also during a meeting

– Customer could open post-meeting support call if something mal-functions


IMAC Support

IMACs– A majority will be new installs of new Lenovo laptops and desktops

– When receive an IMAC ticket verify that equipment is there with end user and make an appointment

– It will be very difficult to rely on tracking numbers as there will be multiple shipments (pc, monitor, docking station, etc)

– More than likely a disposal ticket will be created. • In the US, you will be contacted by program management

• In Canada, you will use E-ship to return to Scarborough

– Send to Regency in the US and ESR in Canada. Process still being developed

Possibility of being dispatched for other installs like keyboard/mice – Service desk will try to handle before sending to FOC

– Can also be dispatched for software install if service desk unable to resolve remotely

– Moves within the same building

– Phones are not moved • Avaya VOIP supported by another vendor


Equipment Type Supported

Lenovo Devices

– ThinkCentre M32 Thin Client

– ThinkCentre M72e

– ThinkCentre M92p-M93p

– ThinkCentre M900

– ThinkPad T430-T430i

– ThinkPad T440s

– ThinkPad T450s

– ThinkPad T460s

– ThinkPad X230-X230i

– ThinkPad X240s

– ThinkPad X250


Equipment Type Supported

Break/Fix of Lenovo warranty devices

– 66% desktop

– 33% laptop

Use dual monitors

– If one fails then they will order two new monitors for compatibility issues

Peripherals

– We are responsible for supporting/troubleshooting attached peripherals

• Scanners, monitors, docking stations, etc.

– We are not stocking parts

– If needs to be replaced, HUB asset management team will need to order

No personal equipment supported unless a contractor BYOD for business purposes


Equipment Type Supported, cont.

Printers

– Desktop printers are being phased out

– If break they will not be reordered

– Some network printers

• Printers have static IP addresses

• Only support would be a maintenance kit installation (provided by HUB)

– MFP – supported by Lexmark or Ricoh

Hard Drives

– Encryption

– Backups

• Druva for laptops

• “U” drive for desktops

– Disposal – see Disk Wipe (critical to follow the process)


Warranty Process

Break/Fix of Lenovo warranty devices

Warranty process

– Parts will be stocked in Louisville and the Canadian depots

– Technician will send failed parts back to Louisville and Scarborough

Under warranty, but not covered due to customer damage

– If part cost under $250

• Technician can order the parts

– If part cost over $250

• Asset management will need to approve the parts purchase

• Will most likely be a complete system replacement

• Send email to DL-099-HUB EUE Support for approval


Out of Warranty Process & Refreshes

Out of warranty process

– If it is determined by the service desk that the issue is hardware related,

and it is not under warranty

– If not under warranty, it will be sent to the HUB asset management team to

order a new device.

– The FOC/Field should not be receiving tickets for out of warranty devices

Refreshes

– 4 year refresh policy - 3 year warranty

– If over 3 years (Lenovo) and out of warranty, or another device that is not

covered by a warranty then a refresh will be done.

– DO NOT verify hardware problem is an out of warranty device; as this will

delay the end user getting a replacement device.


Tech Skill Set Requirement

Lenovo Certifications Required

Basics – AWSP Warranty Basics for Technicians (RXWTech) Required

Desktop – ThinkCentre Warranty Service Authorization (RADesktop)

Laptop – ThinkPad Warranty Service Authorization (RANotebook)

Tablet – ThinkPad Tablet Warranty Service Authorization (RATablet)

Warranty repairs will be required

– If location is covered by a third party, then best effort should be made to

send a CompuCom field tech if Lenovo break/fix warranty support is

needed.


Should Tap Process

End user asks for assistance on EPIC

– EPIC is the MOST widely used application

– Technician needs to be able to recognize the application

– Widely used financial application at HUB Int’l

– Request the end user open an incident with the Service Desk because the SD has a great deal more training in the application.

– Ask the end user if they know how to open an incident with the service desk.

– Give the end user the phone number for the help desk and stand by while the end user opens ticket

• Help Desk: 888-677-6946

– Please help the customer and do not leave them frustrated.

– Behaviors to avoid

• “I’m just a hardware guy”

• “I am late for another customer call”

• “I don’t have any idea what that application is”

• “I don’t know how you are supposed to open a ticket”


Applications Supported

Technicians need to recognize the following applications listed

– Adobe Acrobat

– BenefitPoint

– CRM

– DuckCreek

– EPIC

– MSFT Office Suite

– OracleFusion

– SEMCAT

– VDI/Citrix/XenApp/XenDesktop

– Clientlink Portal

• Need to be familiar with the portal that the end users will use to open a ticket

• Provide the url to the end user and point them to where to open a ticket

Need ticket and approval for installing an application


Access Rights Local admin rights

– Same for all devices

– Has not changed recently

– Service desk will also have local admin rights in order to install software remotely

Domain– Techs will not have domain credentials

– Need to contact the CompuCom – HUB service desk to have a device added to the domain

– 1 888 677 6948 option 4

Share for software - \\it-data\software– Must be on HUB network.

– Must have approved ticket to install software

ftp site for images– Read Only Access

– Shared username/password

– Can get to it on or of HUB network• Use Filezilla to Download Imaging Data

• Server: sftp.hubinternational.com

• User: images-user@images

• Password: E4HA&uG&


Personal Appearance & Dress Code Policy

Associates are expected to present a clean and neat appearance and to dress according to

the requirements of their position

Our standard dress code policy at CompuCom is considered "business casual." Appropriate

dress will be determined by local management based on client expectations and the function

of the worksite

The client's facility dictates the standards of dress and overall appearance for the onsite

associate

It is the responsibility of each associate who interacts at several different worksites to know

and follow the appropriate dress for the most stringent of those sites

CompuCom Badge MUST be displayed at all times


Personal Appearance & Dress Code Policy, cont.

The following attire is never acceptable in our business environment at any time:

– Shorts (except in warehouse environments)

– Sweat suits (including sweatshirts or pants)

– Halter, bare-midriff or tank tops

– Spandex pants and tights

– T-shirts (except as listed above)

– Baseball caps

– Flip-flops

– Frayed, torn or dirty clothing

Contact your manager if you are unsure of what is appropriate attire

Adhere to client smoking policy which should be similar to CompuCom smoking policy.

Refer to your Area Manager for any questions on compliance

Associates may be sent home to correct unacceptable attire or appearance

For more information, contact:

EUE TrainingTHANK YOU!

2016-compucom-powerpoint template-standard...

Documents