Provision of Professional Information Communications Technology (ICT) Helpdesk Support Services ...

BACKGROUND: The United Nations Economic and Social Commission for Asia and the Pacific (UNESCAP) is the regional development arm of the United Nations for the Asia-Pacific region and it is headquartered in Bangkok, Thailand. The UNESCAP premises in Bangkok presently comprises the Secretariat Building, the Service Building and the United Nations Conference Centre. Description of Requirements The UNESCAP seeks to engage a qualified firm for the provision of professional information communications technology (ICT) Tier 1 helpdesk support services to ESCAP and other UN entities within the ESCAP premises in Bangkok, Thailand. The services are expected to be carried out through a service contract to be established for an initial period of three (3) years, with option to extend for two (2) additional one-year periods. Currently, there are three (3) contact channels to ESCAP ICT service desk namely; Call to a dedicated number, Email to ESCAP IT HELPDEK, and Ticket via iNeed Self-Service application. The Tier 1 support service team is fully responsible for calls to the dedicated number. Cases involving emails and tickets are channeled to the ESCAP core team and if required, Work Orders are assigned to the Tier 1 support service team. The primary services to be provided by the Tier 1 support service team are as follows: • Basic consultancy services or guidance for ICT related matters. • Initial troubleshooting or first aid for ICT related incidents. • First level support through an assigned Work Order (WO) by the ICT service desk core team. Companies responding to this EOI need to have good understanding, expertise and experience with these services and the ICT industry. These ICT and technical expertise services shall be performed by licensed and/or qualified individuals and provided on-site in Bangkok. Key components of Tier 1 support services provided by the ICT service desk includes: - User Computing Support - Support to personal computing and office equipment for all on-site users. Available equipment include Lenovo PC and laptop; Ricoh MFP; HP printer; CISCO IP Phone; Apple iPhone8 and Samsung A51. - User Application Support – Support to all users’ applications and services. Standard applications include MS-Office, MS-OS; Symantec Anti-Virus; Adobe PDF/Studio and MS-Collaboration. - Call management – Currently, there are 629 ESCAP and 765 non-ESCAP active phone numbers. An organization-wide dedicated number is assigned to the ESCAP ICT Service Desk. The number is configured as a hunt group with the Tier 1 support team and the core team as a backup. Please note the detailed Scope of Requirement/Work will be given under the Request for Proposal document that will be issued. II. Requirement / Information: Interested firms /entities shall submitt their EOI (in accordance with the "Instructions for submitting EOI" indicated under III below). The UN seeks to promote effective international competition for the service. It is stressed however, that the appointed Contractor must perform these services onsite at the UNESCAP for the entire duration of the resultant Contract. Full details of the requirement will be communicated in the tender documentation. Participating companies must ensure registration at the United Nations Global Marketplace prior to the resultant RFP closing date. III. Instructions for submitting the EOI 1. Please submit your Expression of Interest by returning the duly completed Vendor Response Form via email to, togbad@un.org with copy to escap-pu@un.org. Do note, this request for EOI does not constitute a solicitation. 2. Indepth technical queries and/or site visits are not entertained at this stage. The UNESCAP reserves the right to change or cancel the requirement at any time during the sourcing process. 3. The submission of your EOI must be in the English language.