Helpdesk Services for GGGI (2021)

Date documents can be requested until : 15 June 2021 16:00
Title : Helpdesk Services for GGGI (2021)
Procurement No. : 100005057
Process : RFP
Description : GGGI is requesting for proposals from eligible firms and entities for following scope of services:

The service provider is expected to deliver following scope of work:

Helpdesk End-User Support:
• Provide 1st level technical support and troubleshooting and resolving issues related client-side ICT hardware and software and ensure proper escalation to second level support/service providers.
• Assist the users to configure and use client-side ICT equipment and software, incl. meeting room software and equipment.
• Assist and provide guidance to the users and prepare manuals/documentation/Wiki/FAQ in how to use the equipment and software
• Monitoring of the incoming tickets for quick response and resolution and assigning/escalation to second level support/service providers
• Ensure follow up and proper closure of the raised tickets and provide feedback to the end-users
• Register the user incidents/raised tickets and categorize and label the tickets with tags and categories to monitor and analyze the tickets for reoccurring incidents or similar requests.
• Provide remote support to users outside of HQ through the available tools (MS Teams, TeamViewer)
• Manage the “Install-Move-Add-Change (IMAC)” for new joiners/leavers/desk move and prepare and setup work desk with standard configuration defined by GGGI ICT lead, incl. cabling/patching from the outlets to the work desk if necessary
• Provide account information to end users and ensure staffs and users are timely provided with all required account/license/equipment as defined by GGGI ICT Lead

Technical Administration & Maintenance:
• Administer the Office 365 Cloud Platform and monitor the Cloud service health and updates using the built-in dashboard and message center of Office 365, and escalate to GGGI ICT lead for critical issues or changes that may have impact on end-user experience
• Monitoring of security incidents and phishing attempt emails/abnormal log in attempt/log in from different geographic location with impossible travel time, etc. using the built-in dashboard/alert of Office 365/Azure AD and escalate to GGGI ICT lead
• Trouble shooting of non-delivery emails and incidents and trace and review email header and/or server-side log using the built-in features and tools of Office 365.
• Account management and manage the “create-change-backup-close” of the Office 365 and ERP accounts and licenses provided to users and ensure user profiles and details are properly updated in Office 365 and ERP.
• Access management to other platforms using Single Sign On (SSO) and ensure users are provided proper authentication and authority to the required platforms and assigned to the correct security and user groups.
• Monitor the license availability vs issued licenses, and escalate to GGGI ICT lead for license expiration or need for additional license
• Administration and manage the assigned mobile number (USIM)/ desk phone numbers / printer box numbers, etc., to the users.
• Manage/monitor the printers and ensure adding/removing user email addresses as scan destination and escalate to the printer service provider for second level support.
• Proactive monitoring of the meeting rooms and conference room to ensure equipment are in working conditions
• Maintenance of GGGI laptops and ensure laptops are joined to GGGI Azure AD Domain, updated with latest patches and anti-virus definitions, and installed with standard software and drivers
• Diagnose the hardware issues, conduct simple hardware repair/replacement and escalation to hardware vendor to avail warranty and onsite repair.
• Disk wiping/reinstall/backup/ etc. and ensure proper erasure and backup before preparing a returned laptop to a new user
• Device management of GGGI laptops incl. compliance/policy roll out/automatic updates using Intune/EMS E3
• Monitoring of security incidents/policy compliance and propose update to the device policy/compliance

Other IT administration tasks:
• Assist the GGGI ICT Lead in testing/review/purchase of any ICT related equipment and materials
• Asset management of all ICT equipment and inventories, such as Laptops, workstations, monitors, docking, desk phone, speaker phone, Jabra speakers, keyboard, and mouse, etc., and the assigned users of the released equipment.
• Assist in the twice a year Physical count of all GGGI assets and produce/print the asset labels
• Housekeeping of items in ICT storage room
• Provide conference support for all staff calls or skype for business broadcast
• Provide suggestion and recommendation on process improvements, automation tools and more efficient ICT management/administration procedures.

For further details on terms of reference and tender documents please follow instructions as under :
Interested parties will be required to register their details on the GGGI e-Green Procurement Portal (https://in-tendhost.co.uk/gggi).

HOW TO OBTAIN THE DOCUMENTS:
Documents can be accessed via the e-Green Procurement Portal by selecting ‘View Details’ on the relevant notice and then clicking the ‘Tender Application’ button. If you are a new supplier, you will be required to register your details. If you have an existing account, you will need to login to the portal. Please refer to the guidance documents under the `Supplier Guidance` area of the portal for further information.

ONLINE TENDER MANAGEMENT
Once in the Tender Management Area for the tender, there are five possible tabs: ‘Tender’, `Tender Documents`, ‘Correspondence’, ‘Clarifications’ and ‘History’. Select the 2nd tab (`Tender Documents`) where you will find useful information regarding the RFP. Scroll down to the heading ‘Tender Documents Received’ where you will be able to view / download the documents.

OPTING IN & OPTING OUT:
Please note that you may be required to ‘Opt In’ before you can start populating your response. The ‘Opt Out’ functionality will also be available throughout the duration of the tender process. Opting out will give you the option of declaring you no longer want to receive any further communication in relation to this tender along with the opportunity of providing comments and feedback for this decision. You can choose to ‘Opt In’ at any time during the tender process if you initially decided to ‘Opt Out’.

SUBMITTING YOUR RESPONSE VIA THE PORTAL:
Please note that you may be required to ‘Opt In’ to be able to submit a response through the portal. Tenderers will be required to upload any mandatory Placeholders (i.e. specified documents) within the `Tender Documents` tab. The ability to attach additional documents may also be available. Your proposal will not be submitted until you click `Submit Return`, located towards the bottom of the screen. On clicking `Submit Return`, you will receive a receipt confirming that your proposal has been submitted to GGGI.

Please read Instructions on How to submit the Proposal.

NOTIFICATION EMAILS
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