IT Support Services at Girl Effect

Objectives

The present Terms of Reference aim to improve efficiency and effectiveness of IT services leveraging the skills and capabilities of professional vendors, enhancing user productivity, IT security, internet functionality, knowledge management and awareness. It is also aimed at improving hardware spares management and software library support for the Girl Effect Nigeria Country Office in Maitama.

Background

Girl Effect Nigeria office is located at 1297 Ikogosi Springs Street, Maitama, Abuja. It currently has around 20 end users.

Responsibility of the service provider

The service provider shall assume full responsibility for the maintenance, operations and enhancement of the system to ensure optimal performance that meets or exceeds GEN expectations in terms of availability and responsiveness as defined by agreed service levels. This entails the maintenance, operational support, systems enhancement and upgrade, and managing the performance of the system.

The service provider shall be expected to provide the technical and advisory support to users of these systems, and to make required repairs to any component of the system so that its operational performance does not degrade below established thresholds. These entails ensuring that service availability, capacity and performance meet or exceed agreed upon service levels.

The service provider shall ensure internet functionality and take reasonable actions to resolve any internet challenge including collaboration with the internet service provider.

Deliverables for the First Quarter:

• The contractor will organize Basic IT training and troubleshooting for the Operations Manager and other key team members.
• The contractor will review and propose any redesign of the computer network system: wired and wireless
• The contractor will review the internet connection and functionality and related conference call facilities and propose solutions to ensure smooth communications both internally and externally with our HQ in London and other GE countries and external parties
• The contractor will carry out a survey of the market to locate reliable Vendors for IT consumables and equipment together with the Operations team.
• The contractor will carry out the installation of all IT networks: wire office/wireless and install any new hardware on the network.
• Maintain records and delivery monthly reports on the 1) tasks completed for the month and 2) Internet functionality to support their monthly invoice.

Additional Notes

• The successful service provider is expected to obtain and maintain the requisite skills and to establish and maintain adequate presence at the GEN office to meet the requirements set out above
• The service provider must have proven knowledge of Mac and compatibility to other IT equipment – printers etc. to problem solve efficiently
• Carry out infrastructure tune-ups, enhancements and upgrades required to maintain or improve performance as identified by the service provider or as requested by GEN from time to time.
• Attend to and resolve incidents and problems relating to service performance in terms of availability, reliability and capacity
• Ensure sufficient and stable power supply for all equipment, and that environmental conditions are suitable for location of equipment
• Ensure back-up system for all electronic files, and that network is protected from virus, spy ware (e.g. firewalls)
• Ensure that no pirated software is being used
• The service provider is required to set up laptops, projectors and printers during conferences, training and meetings if required by the office
• Ensure 1-2 hours response time in case of reported emergency
• Report monthly on network performance
• Scope of the assignment
• Application management
• Network administration and desktop support
• System administration and MS Exchange support
• Security administration
• Contractual and Payment stipulations
• Contract duration: 1 year (renewable)
• The contract is subject to a three-month probationary period
• Girl Effect will pay for services delivered based on the invoice and service log forms signed off by the service provider staff and the GEN designated staff together with reporting of work completed and internet monitoring log.

Submission Documents

• Quote for the above services clearly stating daily rate for support services
• Work plan for one year including specific actions and number of days per week that the provider will work in the office
• Sample report formats on IT functionality and task/work completion
• Experience and technical qualifications of technical advisors (Attach CVs)

Qualification Requirement
5 years relevant experience in provision services in nature, scale and complexity commensurate with present terms of reference. The company must have at least three similar contracts preferably international/intergovernmental organizations. Evidence of these contracts are required: references from other clients are highly welcome.