TERMS OF REFERENCE for outsourced IT services at ILO premises

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1 1. Purpose: TERMS OF REFERENCE for outsourced IT services at ILO premises The supplier will provide engineer-level ICT staff for on-site IT Support for X days a week through 1 staff on duty at the ILO premises, during working hours from 08:30 to 18:00 and additional overtime and/or manpower when required. The supplier shall adhere to Industry specific standards like ISO, ITIL, etc. The staff would consist of ICT engineers with good communication and technical skills, coupled with industry certification and substantive experiences in providing first line support in installation, configuration, troubleshooting and maintenance of: Multi-vendor ICT infrastructure which includes Desktop/Laptop configurations. Color/mono network and standalone Laser Printers, digital senders, copiers, scanners and LCD projectors. LAN/WAN infrastructure including cabling, routers, switches and access points etc. Operating Systems Windows XP, 7 and Windows Server Active Directory, DHCP & DNS, data backup. clients: Microsoft Outlook. Tandberg Video Conference, Audio Conference, Power Point Presentations EPABX (if exists). If there is any new technology change in ILO IT systems, required training to the engineers will be furnished by vendor at no extra cost to ILO. 2. Remote office support: The engineer on duty will provide remote support to ILO remote offices (projects) in the country. The number of remote locations may increase or decrease as per the requirement. 3. Reporting and supervision: The engineer on duty will be supervised by, and report to the following ILO contacts: Day to day supervision, minor issues The administrative officer or the delegated authority. Major, systemic issues and changes, overall coordination The Focal Point at the Regional Office in Bangkok The Helpdesk at the Regional Office in Bangkok The ServiceDesk at INFOTEC in ILO HQ (Geneva) Ver 1.0

2 IT Security issues The IT Security contact at ILO HQ (Geneva) The Regional IT Officer in Bangkok Language The engineer on duty should possess good command of spoken and written English. All written communication, documentation and diagrams will be carried out in English. 4. Major Tasks to be accomplished: The onsite engineer, in close coordination with the ILO Contacts listed above, will provide comprehensive technical assistance to end-users in his/her office on issues related to hardware, software applications, connectivity, local as well as wide area network and usage of information technologies pertinent to the office. In relation to any of the activity listed herein, strictly adhere to the current procedures, guidelines, policies and processes, published on the ILO ITCOM Intranet and the Knowledge Sharing Platform (KSP). If such documentation is not available, seek guidance from the ILO Contacts established above. To provide installation, configuration, troubleshooting and maintenance on all ICT hardware equipments like Server, Desktops, Laptops, Printers, LAN, Digital senders, scanners, LCD projectors and WAN equipment s and ensure an uptime of 95%. To provide installation, configuration, troubleshooting and how-to support for Standard Enterprise Software, Operating System, Application and Utility Software by periodically installing the upgrades, service packs and troubleshooting under the guidance of ILO Contacts. To maintain the regular data backup as per the ILO Backup Policy. Testing of backup/restore periodically. Operation and Maintenance of Video/Audio Conference facilities. To monitor the communication links for LAN and WAN and maintain the uptime of 99% for all core network equipment (switches, servers). Liaise with service providers accordingly. Monitoring of network and preparing reports on network utilization, traffic monitoring etc. To provide the technical support in Testing, Installation and Maintenance of the ICT infrastructure outside the ILO office on request during conferences / Meetings / workshop etc. on agreed travel terms and conditions. Obtain clearance from ILO Contacts prior to installing any device or software on the network. Guide users on backing up personal data residing on local PCs. Provide technical help to users on MS Office Application (Outlook, Word, Excel, PowerPoint & Access). Provide Preventive maintenance on computers, servers, printers etc. on regular intervals. 2

3 Provide inventory information on all IT hardware and software Provide information, and keep a history log on users and user groups. Provide and use help desk ticketing system and provide the ILO with agreed reports Prepare and submit summary of incidents and changes on monthly basis To provide the first level troubleshooting for all ICT equipment Coordinate and follow up with Vendors for IN-warranty & OUT-of-warranty equipment under maintenance contracts for timely repair. Provide first level support for EPBX in the office (if exists). Troubleshoot all telephone line/number related problems and changes. Coordinate with the vendor for any EPBX software related problems or any configuration change. Maintain a record of all the telephone lines in the office. Liaison work with current ILO fixed/mobile/data communication service providers and helping in matters related to installation, shifting of telephone, payment of bills and sorting out billing problems. Keep records of all the leased lines, PRI Lines, BRI Lines, Analogue and Digital connection in the office and assistance in making their payments. Internet Data card - Maintain a record of all the data card connection. Monitoring the payment of all data cards. Installation of new data cards on users laptops. Provide full IT support for meetings (set up of laptop, LCD projector) Maintain an updated list of Inventory of all the VHF handsets in the office. Coordinate with Service provider for all service related problem. Maintain and monitor the TV Cable connection in the office. 4. Working Hours and Backup Support: The on-site engineer will be stationed to provide in-house support for X days a week, Monday to Friday, 08:30 to 18:00, with 1 hour for lunch. If the ILO Office requests (in writing) additional man power support or overtime, this will be compensated as per extra manpower/overtime charges on hourly / half day or full day basis. The supplier will appoint one backup engineer, to act as backup support for the stationed engineer. The backup engineer will report for duty in the ILO office one day a month, with the purpose to keep up-to-date with the ongoing ILO ICT configuration and operations. All assigned engineers will observe ILO holidays and not their parent companies Holidays. 5. End Product: 1. Well maintained and fully functional LAN system with an uptime of 99% and WAN system with an uptime of 95%. 2. Well-maintained and fully functional end used equipment and software with an uptime of 95% (Desktops, Servers, Switches, Routers, Printers, Scanners and Network etc.). 3

4 3. Maintain the >85% user satisfaction rating to be measured by ILO through periodic surveys. 6. Documentation: 1. The engineer will provide regular reporting on their work in ILO (e.g. Detailed Daily Call reports, Monthly Call reports, Change Reports etc.). 2. The supplier s Focal point for ILO will meet once in a month with ILO to discuss any ongoing or pending issue and to discuss various Helpdesk reports. 4

5 PRICE SCHEDULE Annex I The Contractor is asked to prepare the Price Schedule as a separate envelope from the rest of the RFP response as indicated in Section D paragraph 14 (b) of the Instruction to Offerors. The Price Schedule must provide a detailed cost breakdown. Provide separate figures for each functional grouping or category. Estimates for cost-reimbursable items, if any, such as travel, and out of pocket expenses should be listed separately. In case of an equipment component to the service provided, the Price Schedule should include figures for both purchase and lease/rent options. The ILO reserves the option to either lease/rent or purchase outright the equipment through the Contractor. The format shown on the following pages should be used in preparing the price schedule. The format includes specific expenditures, which may or may not be required or applicable but are indicated to serve as examples. In addition to the hard copy, if possible please also provide the information on CD. Price Schedule Sl.No. Description of Services Qty Monthly Rate 1 IT Engineer on duty 1 Total: Daily Rates of IT Professionals proposed: Sl.No. Level of Professional Qualifications and years of Daily Rate experience 1 Engineer Full day Half day Hourly 5

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