End User Support (Subscription)

End User Support (Subscription)

About End User Support (Subscription)

End User Support (Subscription) provides on-site professionals from the ASET End User Support (EUS) team to:

  • Troubleshoot technical issues that cannot be resolved by the Service Desk
  • Provides technical assistance and support related to desktop hardware, software, network issues, and peripherals
  • Diagnoses and troubleshoots desktop-related issues either remotely or on-site
  • Installs, configures, and upgrades desktop systems and software
  • Patch Management
What problems it solves

The End User Support (EUS) subscription is a comprehensive support model designed to cater to the needs of agencies and boards, offering a holistic solution for secure and effective troubleshooting of complex technical issues beyond the capabilities of the Tier 1 Service Desk. This approach is instrumental in saving agencies and boards valuable time, money, and resources, while also ensuring optimal productivity and security.

What the Service provides
  • Provides comprehensive technical assistance encompassing desktop hardware, Connectivity, software, and peripherals, aiming to mitigate the need for costly external support services
  • Proactively manages software licenses and updates to optimize spending while ensuring compliance with licensing agreements
  • Implements cost-effective solutions for desktop maintenance and upgrades, considering long-term savings and efficiency gains
  • Vendor Management in regards to selection and Acquisition of Hardware, to include Laptops, Audio Visual (AV) and printer equipment
  • Provide vendor quotes for software and hardware
  • Work closely with AZNET on opening ticket and network refresh
  • Assist with State Cell Phone set ups
  • Patch Mgmt - integrated security compliance management:
    • Set baselines for security
    • Report on systems deviating from the standard
    • Bring systems into compliance
    • Efficiently secure data
Benefits of this Service

The End User Support (EUS) team is dedicated to delivering a stable and efficient computing environment to state agencies and boards. Our comprehensive services streamline operations and enhance productivity while saving valuable resources. Here's how:

  • Stable Computing Environment: We ensure state agencies and boards have a reliable and consistent computing environment, minimizing disruptions and maximizing efficiency
  • Convenient On-Site Support: Our on-site support model saves agencies and boards valuable resources by providing timely assistance directly at their location, eliminating the need for extensive internal support resources
  • Reduction in Internal Support Resources: By offering comprehensive end-user support, we eliminate the need for agencies and boards to allocate additional internal resources for troubleshooting and technical assistance
  • Efficient Remote Software Installation: Our remote software installation services increase efficiency and enable faster deployment of essential software applications, minimizing downtime and maximizing productivity
  • License Monitoring for Cost Reduction: We closely monitor software licenses to identify and eliminate unused or unnecessary software, cutting costs and optimizing resources
  • Enhanced Data Security: Our focus on better security measures ensures the protection of sensitive data, safeguarding agencies and boards against potential breaches and compliance risks
  • On-Demand On-Site Support: Our team is readily available to provide on-site support whenever agencies and boards need it, ensuring quick resolution of issues and minimal disruption to operations
  • Efficient Onboarding of New Equipment: We facilitate the seamless deployment of new equipment for new users, streamlining the onboarding process and reducing downtime associated with setup and configuration tasks

Overall, our EUS services are designed to empower state agencies and boards with the support they need to maintain a productive and secure computing environment while optimizing resources and minimizing costs

 

Billing Unit: Device
Billing Code: 5211

 

Eligible Customers
  • All State Agencies, Boards or Commissions under 200 Users
Service Prerequisites
  • Agency will need to be on the az.int domain or move to the supported domain.
Scope of Service
  • Customers can request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select Desktop Support then select the category related to the issue(s) with your account or the application.
  • If you would like to add or decommission a service, please submit a service ticket via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk and then select the appropriate service.
Service Commitment
  • Response Time: 24 - 48 hours (depending on severity)
  • Resolution Time: Dependent on issue
  • Support Time: 8AM - 5PM Monday - Friday
Agency Roles and Responsibilities

As end users, the agencies contribute to a secure and efficient computing environment by adhering to organizational policies, maintaining data integrity, and seeking assistance when encountering technical challenges. Roles and responsibilities include:

  • Using hardware and software effectively
  • Following security protocols
  • Reporting issues and staying informed about technology updates
Related Services
How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager or submit a request using our Contact form (select Subject "Engagement Management").