Laptop Support L0L1

Job title: (L0/L1) Laptop Support

Location: Reading

5 Days onsite ideally but 3 days is workable.

Long term

Key Outcomes

Supplier resources will support delivery of the following outcomes aligned to ELH governance readiness criteria and defined deployment objectives:

ELH laptops built using Client approved images:

o ICA Staff Golden Image

o OT Staff Standard Image

Devices validated prior to end-user handover using ELH-provided checklists and functional validation standards

Deployment approach validated through a controlled Trial phase confirming execution readiness and adherence to agreed processes

Rollout executed in a flexible wave-based model with sequencing and throughput aligned to ELH-approved user readiness site readiness and BAU dependencies

Complete device traceability maintained from receipt through to end-user handover including full chain-of-custody and audit-ready records

End-user handover completed with documented validation and signed user acknowledgement confirming successful delivery

Existing user devices collected and returned in accordance with agreed processes with chain-of-custody and logistics records maintained throughout the replacement process.

Embedded hypercare support provided during Trial and Rollout phases to support user adoption and operational stability

Deployment-related issues logged tracked triaged and resolved within Supplier scope or escalated to the appropriate Client teams for resolution

Creation and maintenance of knowledge base (KB) articles for common deployment-related L0/L1 issues to support BAU operations

Comprehensive deployment documentation produced including build evidence validation records handover documentation issue logs and operational reporting

Final deployment reporting delivered including performance insights issue trends hypercare feedback asset reconciliation and lessons learned

Structured BAU transition supported through provision of documentation known issue logs KB articles and formal handover artefacts

In-Scope Activities

Supplier will provide deployment resources to perform the following activities aligned to ELH governance readiness criteria and a flexible wave-based delivery model.

Mobilisation and Readiness

Attend project kick-off and confirm roles responsibilities governance structure reporting cadence and escalation routes

Complete knowledge transfer on Client approved SCCM build process and deployment procedures

Confirm access to required tools sites systems and repositories subject to Client provisioning

Review ELH-provided deployment artefacts including validation checklists handover templates reporting formats and readiness criteria

Align on RACI deployment processes wave governance and hypercare operating model

Trial Deployment

Execute a controlled Trial deployment using Client approved images and Task Sequences

Validate build execution functional checks end-user handover process issue logging and hypercare approach

Capture user feedback deployment observations and operational insights

Provide deployment evidence to support ELH-governed Trial sign-off

Log triage and route any build image application network or security-related issues to the appropriate Client teams for resolution

Wave-Based Rollout

Execute deployment activities across agreed UK distribution sites using a flexible wave-based approach

Initiate deployment activities only upon ELH confirmation of user and site readiness for each wave

Perform device build execution using approved SCCM images and Task Sequences

Conduct post-build validation and functional checks prior to release

Coordinate packaging labelling and logistics for device distribution

Perform structured end-user handover using ELH-approved checklists

Update asset records in line with Client -provided processes access and data standards

Maintain end-to-end deployment handover and chain-of-custody records

Provide regular reporting on deployment progress volumes issues risks dependencies and forward plan

Deliver deployment activities in alignment with ELH-approved rollout plans with throughput and sequencing adjusted based on readiness resource availability and operational conditions

Coordinate the collection of existing user devices at the point of replacement and arrange secure return to the designated location. Supplier responsibility is limited to physical collection chain-of-custody tracking and logistics coordination.

Coordinate with Client EUC teams where required to align deployment and device replacement activities. Responsibility for provisioning configuration and replacement of IT laptops remains with Client EUC teams and is outside the scope of this engagement

Hypercare Support

Provide first-line (L0/L1) hypercare support for deployed users during the agreed support window

Act as the initial point of contact for deployment-related queries and issues

Perform L2 triage and route issues to relevant BAU teams for resolution

Track issues through to resolution or formal handover ensuring visibility and traceability

Maintain escalation tracker and support logs

Create and maintain knowledge base articles for common deployment-related L0/L1 issues

BAU Handover and Closure

Confirm all deployed devices are built validated handed over and recorded in the asset management system

Reconcile deployment records with asset records to ensure completeness and accuracy

Provide consolidated issue logs including resolved items and formally handed-over issues

Transfer knowledge base articles and deployment documentation to BAU teams

Deliver final completion report including deployment performance issue trends and lessons learned

Support formal sign-off and transition to BAU support model under ELH governance