Name: Rfp - Procurement Of Engaging A Vendor To Provide It Support (Infrastructure)
Start: 2023-06-20
End: 2023-06-26
Location: WaterAid India (WAI)

Organization Details:

Organization Name:

WaterAid India (WAI)

Country:

India

Contact Person:

Address:

Location: India ,

Contact Details - Email:

WAIP2P-Delhi@wateraid.org

Phone

Notice Details:

Notice Type

Tender Notice

Bidding Type

Other

Notice No.

67727981

Deadline

2023-06-26

Description

Request for Proposal

Procurement of engaging a vendor to provide IT Support (Infrastructure)
for WaterAid India

About WaterAid India

Jal Seva Charitable Foundation (JSCF) is registered in India as a not-for-profit company under Chapter 8 of the Companies Act, 2013. JSCF is an associate member of WaterAid International and uses the brand name ‘WaterAid’ in India. WaterAid’s mission is to transform the lives of the poorest and most marginalized people by improving access to safe water, sanitation and hygiene. WaterAid India’s goal is to “Make Water Sanitation and Hygiene (WASH) poverty history in the country”.

WaterAid began working in India in 1986. The head office is in New Delhi. WaterAid India also has State Program Offices in Bhopal, Bhubaneswar, Hyderabad, Lucknow, Bengaluru, Chhattisgarh and Patna. We currently work in 11 states in the country.

WAI’s Program focus in the next five years is on promoting and securing rights and access to safe water, improved hygiene and sanitation for the poor in particular, through direct services, and millions more through our influencing work.

Background:

WaterAid India is looking for a vendor who is willing to provide IT Support (Infrastructure) located at various offices across India. We require a full-time IT support resource to be based in our head office at New Delhi. During the absence of this resource, a replacement resource of the same level would need to be provided. WaterAid India will sign a one-year contract with the agency for such services, which can be extended on mutual consent time to time.

The applicant vendor will work independently, with guidance and support from WaterAid UK, on WaterAid India’s IT infrastructure to help maintain a high quality of service and facilitate the continued growth of the company. The successful vendor’s responsibilities will be to focus on ensuring IT systems works efficiently, dealing with work escalations effectively, proactively proposing and implementing IT infrastructure improvements

Role purpose
This role will be part of a wider global IT community, providing support and maintenance of WaterAid’s IT Systems and Infrastructure.
Ensuring continued high standards of support and customer service
Acting as an initial escalation point for the rest of the IT staff in country programs for corporate infrastructure
Proposing and implementing IT Infrastructure improvements and proactive fixes
Efficient collaboration with other team members, management and project team
Providing support for other member countries where required
Providing support to different functions on their IT related software requirements and be able to support in finalisation of the vendors as and when required for such specialised software.
Delivering a high quality of work: all work will need to be accurate and delivered to a high standard
Scope of Assignment
Provide day to day hardware and software technical support
Configuration and troubleshooting of Azure AD including Conditional Access, MFA, Enterprise Apps, Azure AD Sync Hybrid & Native 365 environments
Accountable for maintenance and support on WaterAid systems, including; Office 365 environment, Azure/AWS, Virtual Data Centre, Group policies and Meraki.
Manage and maintain WaterAid’s Autopilot, including packaging applications and rolling out updates Migrate file server to OneDrive
Administration of Domain Services
Recommend and execute modifications to users’ systems in order to improve efficiency, reliability and performance
Identify and take part in initiatives to improve the quality and effectiveness of the IT support function including working on automating standard support tasks
Develop and maintain training materials and systems documentation for educating users and internal IT staff
Assist with new IT systems roll out within IT and to the wider business
Responsible for the administration and maintaining the inventory of WaterAid’s operating system and software licences.
Managing and troubleshooting the response to virus infections and other malware attacks.
Monitoring and adhering to WaterAid’s various security policies such as internet and email policies, backup policies and anti-virus policies for all staff.
Accountable for IT department assets, storage and loan management of equipment. Ensure WaterAid policies and procedures are maintained and adhered to.
Liaise with third party support organizations and software
Log, troubleshoot and perform first line support for application systems.
Any other tasks as requested by the IT Service Desk Manager / IT Management Cyber security team
Gather and analyse feedback from teammates and IT Infrastructure and Technology peers to improve the workplace experience
Technical specification
A thorough understanding of Microsoft desktop operating systems and an excellent knowledge of Microsoft Office applications.
Experience and thorough understanding of anti-virus software technologies
Experience of working with a virtual server environment
Demonstrated experience and proficiency in cloud enabled IT Infrastructure solutions
In depth knowledge of service management, workflow management and knowledge management processes
Experience of working with PowerShell and Autopilot
Experience of working with Group Policy administration
Understanding of cyber security risks and their implications for support.
Experience of using a service desk ticketing system to manage support issues
Extensive experience of account administration using Active Directory and Office 365
A team player, able to work in a collaborative way
Excellent customer service skills
Previous experience of working in

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