End-User Hardware Support and Maintenance

End-User Hardware Support and Maintenance begins with the initial setup and configuration of user devices such as laptops, desktops, monitors, and peripherals. Each device is tagged, registered in the IT Asset Management system, and configured with the organization’s standard operating environment (SOE), which includes approved applications, security settings, and user profiles. During the device’s lifecycle, users can raise support requests through the IT Service Desk for issues such as hardware malfunctions, performance degradation, or peripheral connectivity problems. First-level support involves basic diagnostics, such as checking power supply, cables, and system logs, followed by remote or onsite troubleshooting as needed.

For hardware requiring repair or replacement, the support team evaluates warranty coverage and either performs in-house servicing or coordinates with the vendor. Spare parts and loaner devices may be provided to minimize disruption. Preventive maintenance, including hardware cleaning, firmware updates, and health checks, is scheduled periodically to extend device longevity and performance. All activities—repairs, part replacements, and service histories—are documented in the asset record. Once a device is deemed end-of-life, it undergoes secure data sanitization and is either recycled or disposed of per environmental and compliance policies. This process ensures continued hardware reliability and supports operational continuity.