Laptop Support L0/L1

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