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 secure 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.

1-3 years
Required Skills & Qualifications Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) 1–3 years of experience in IT project coordination or project support Basic understanding of IT systems, software development, or infrastructure Familiarity with project management tools Strong organizational and time-management skills Excellent written and verbal communication skills Ability to work with cross-functional teams Preferred Qualifications Experience working in enterprise or multi-project environments Key Competencies Attention to detail Problem-solving skills Stakeholder coordination Documentation and reporting Ability to manage multiple priorities Reporting To IT Project Manager

Required Skill Profession

Other General

📌 Desktop support Engineer (Mumbai)
🏢 Indus Systems & Services
📍 Mumbai