RFQ-2022-149 UCO China IT service

The purpose of this RFQ is to select suitable supplier for the procurement of provide IT service for UCO China from 1 January to 30 December 2023.
Description of Service required:
The local IT Support will interact directly with the users, providing practical operational support and IT services that facilitate the work of all staff. Specifically, the Local IT Support will perform the following tasks:
• Setup and configure new equipment using UNAIDS standard configuration image. Provide on-site software and hardware (including Cisco IP Phone and printers) trouble-shooting, existing software upgrade and new software installation when Client’s required. Be responsible for reinstalling software in case of broken-down. Do not setup software without license unless required by Client. Clean virus for Client monthly and/or on Client’s request.
• Check and keep the software and hardware of network system in working order (include workstation), solve the problem from any emergency condition of Client. On emergency call, response on Client’s within 2 working hours.
• Carry out preventive maintenance on computers, printers, and laptops (i.e. cleaning the keyboard, cleaning the computers inside from dust, cleaning the printer, replacing printer toners, etc.) Check Client’s system twice a month if it is necessary and check Client’s system at least once a month. The check work includes network, hardware, software and anti-virus upgrade.
• Re-imaging computers with UNAIDS standard image when needed. Proactively ensure that all workstations and laptops are maintained and have the latest UNAIDS standard software installed.
• Ensure that all support tasks are logged in UNAIDS’ global ticketing system based on guidelines provided by the Global Service Desk team
• Ensure that Local Network is properly maintained. On emergency, help to restore network configuration in collaboration with the Regional ICT Coordinator in UNAIDS RST Bangkok. Ensure UNAIDS network equipment are accessible and securely stored.
• Provide a pro-active approach to protect network and workstation from risks such as unauthorized access of the network or sensitive data and information in collaboration with the Regional ICT Coordinator in UNAIDS RST Bangkok. Escalate issues to GSD and to external vendors where applicable.
• Provide support for UNAIDS meetings. Provide information on IT inventory to the Client to enable them to perform better systems planning and decision-making.
• Assist the office in liaising with local vendors regarding technical issues. Assist UNAIDS operation team in sourcing quotation for IT procurement in line with UNAIDS Standards.
• Perform other related duties or assignments as assigned by UNAIDS Country Director and Global Service Desk.
• Free phone-call support is available from Everlasting
• At least 16 hours per month of on-site service from 9am to 6pm
For details on the activities and expected outcomes please refer to the attached RFQ document