02 — Capability · BC-780.30
Workplace Support
Fix what the service desk could not fix remotely — at the desk, in the field or by mail — and make joining and leaving the company technically painless.
- Deskside Support
- Field Support
- Onsite IT
In scope
- Deskside and walk-up support
- Technology onboarding and offboarding
- Remote and field worker support
- Executive and event support
Out of scope
- First-line contact and ticket routing (see BC-740)
- HR onboarding process ownership (see BC-360)
Decomposes into · 4
- BC-780.30.10Deskside & Walk-Up SupportResolve hardware and local software issues in person, through walk-up bars and scheduled visits, for the problems a remote session cannot reach.
- BC-780.30.20Technology Onboarding & OffboardingMake sure a new hire has device, accounts and access on day one, and a leaver has none of them by close of business on their last.
- BC-780.30.30Remote & Field SupportSupport employees who never come to an office, through shipping, remote tools and partners near where they are.
- BC-780.30.40Executive & Event SupportProvide the white-glove support senior leaders and high-stakes events require, with the discretion that comes with it.