IT Support Services at Lutheran World Federation

Request for Propsals

Startind Date: 1st Oct. 2018 to 30th Sept. 2019

Qualifications

Ideally the bidder will document the following minimum qualifications with their bid:

• One year minimum, desktop support experience
• A+ and/or Network Plus certification (one or the other)
• Experience using remote access tools for support, TeamViewer preferred
• Familiarity with MS Office 365
• Experience supporting both Windows 8 and 10 in a business environment
• Professional communication and case documentation skills
• Project management experience
• Client focused approach
• Proficiency in using English language

LWR seeks proposals to provide the following services from 1st October 2018 to 30th September 2019:

• Troubleshooting Windows 7, 8 and 10 issues, imaging / re-imaging Windows systems, program installation according to LWR approved software list, hardware installs, troubleshooting Office 365 and desktop applications, performing firmware updates for laptop and desktop PCs. Escalate tickets and work with HQ IT team to resolve issues;
• Arrange warranty repairs of all information and communications equipment through authorized service centers;
• Assess hardware and provide life-cycle and repair or replace recommendations for all information and communications equipment;
• Maintain wired and wireless networks for all country offices. Install and configure networking equipment, troubleshoot and correct connectivity issues, maintain and update firmware for network components;
• Printer / copier maintenance and repair. Install and configure both networked and non-networked printers and copiers. Troubleshoot malfunctions and either provide direct repair services or arrange and coordinate repairs with third-party providers (such as warranty repairs performed by authorized service centers);
• Install and configure other physical equipment. Perform additional equipment installation or arrange third party installation of any additional specialized information and communications equipment.