The EUC resources will provide operational remote support across laptop and VDI environments, covering the following scope:
- Remote EUC Support
- Incident and request handling for corporate-managed laptops and VDIs
- OS and EUC-related troubleshooting
- Remote diagnosis and resolution within defined support boundaries and attending to issues which does not need physical intervention
- Endpoint Management
- Endpoint patching in accordance with regional and security policies
- Software upgrades and compliance validation
- Post-deployment verification and issue remediation
- VDI Operations
- VDI provisioning for joiners and role changes
- VDI decommissioning for leavers or access revocation
- Standard configuration and validation activities
- Configuration & Standards
- Ensure endpoint and VDI configurations align with regional EUC standards
- Adherence to approved baselines and hardening guidelines
Device Type Scope
Laptop Corporate-managed laptops (remote support)
VDI Standard corporate VDI platforms
- Service Boundaries & Assumptions
- Support is remote-only; no on-site presence included
- Tasks involving physical intervention must be managed locally by the Bermuda business, including all tasks involving hardware break fix and device replacements
- Changes follow approved GTO processes
