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Statement of Work (SOW)
1. Purpose
This Statement of Work ("SOW") defines the desktop support services to be provided for our financial company. The support covers on-premises users at our main offices and remote users across India (PAN India).
2. Scope of Work
The Desktop Support Engineer will handle the following duties:
• On-Premises Support
o Fix hardware issues for desktops, laptops, printers, and desk phones.
o Set up meeting rooms with video tools.
o Help users face-to-face with daily computer problems.
• Remote Support (PAN India)
o Guide remote workers across India using safe remote-control software.
o Trouble-shoot home Wi-Fi connectivity and VPN (Virtual Private Network) tools.
o Ship replacement laptops and coordinate pick-ups for broken devices.
• Software & Security
o Install and update approved financial applications.
o Ensure all computers have active antivirus tools.
o Follow strict financial data security rules.
• User Setup
o Prepare new laptops for onboarding employees.
o Clean and reset computers when employees leave.
o Manage user accounts in Active Directory.
3. Service Levels and Hours
• Support Hours: Monday to Friday, 9:00 AM to 6:00 PM IST.
• Response Time:
o High Priority (VIP/Trading floor down): Within 15 minutes.
o Medium Priority (Work affected): Within 1 hour.
o Low Priority (General question): Within 4 hours.
4. Deliverables
• Daily updates on closed and open support tickets.
• Weekly IT asset reports showing available laptops.
• Monthly summary of common technical issues.
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