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Managed Desktop Service

Standard Hardware Component

  • Choice of standard laptop or desktop configuration
    • Configuration standards are developed and periodically updated by the group
  • Full life cycle support
    • Procurement
    • Delivery and installation
    • Configuration
    • On-site break/fix and replacement
    • Level 1 technical support via remote desktop control (HELICON Service Desk)
    • Level 2 technical support via technician dispatching
    • Asset retirement, including hard drive erasure in compliance with state security standards
  • Response to customer moves/adds/changes (MAC) requests
  • Automatic refresh of managed equipment
    • Desktop/Laptop – Average four year life cycle, replacement to be determined by HELICON
      • HELICON will seek to minimize the impact of equipment refresh activities to end user workgroups by aggregating and/or adjusting refresh schedules as appropriate.
      • Monitor – Replaced as necessary, with an average six year life cycle
      • Data – HELICON will migrate data from the old to the new equipment as follows:
      • Copy user profile to new equipment (settings, favorites, personal address book, etc.)
      • Copy personal storage folder (“My Documents”) to new equipment
      • Reload approved applications
      • Users are responsible for moving all other data from the old equipment to the new

    Standard Software Component

    • Standard desktop image development
      • Images are developed and periodically updated by the Helicon Client Computing group.
    • Standard desktop components
      • Office productivity suite
      • CD authoring tools
      • E-Mail/calendar client
      • Internet browser and key plug-ins
      • Wireless client
      • VPN client
      • Java VM
      • Netware client (where required)
      • Media players (Real, Quicktime, Windows Media)
      • Anti-Virus
      • Malware/Spyware protection
      • Personal firewall
      • Other commonly required components as needed
    • Automatic refresh/upgrades of software based on minimum standards
    • License tracking and reporting
    • Release and patch management

    Services Component

    • Basic user ID administration
    • Electronic software distribution
      • Subject to HELICON application ownership and support model
    • Asset management and reporting, including auto-discovery capability