Description
Objectives:
To work within the Front Office team in the ICT Infrastructure section in order to provide ICT Support for the agency as the single point of contact.
The Front Office team is covering the service desk function and provides services to both internal and external users by using the framework ITIL. The main support activities are within the areas of first level and second level ICT support as well as the provision of end user equipment and software including PCs, laptops, phones and other mobile devices.
The objective of this request is to contract several consultants to support the unit, section and group activities
Tasks and Deliverables by the Consultant
The main support activities are within the areas of first level and second level ICT support and the provision of end user equipment and software including client patch management, software deployment and image preparation for PC's/laptops.
The expected main deliverables are:
- Register, analyse, categorize and resolve reported incidents and requests;
- Assign the appropriate priorities and dispatch incidents and requests to the adequate support group;
- Support users and their workstations, telephones, mobile devices and other IT equipment;
- Provide application support and ensure installation/reconfiguration/reinstallation of applications;
- Provide remote support and desk support;
- Install, connect and move PC equipment;
- Manage user accounts;
- Provide the users with information or awareness sessions on specific ICT products and solutions whenever necessary;
- Keep the inventory of the IT assets;
- Creation of images for deployment;
- Software deployment;
- Produce and update technical, management and user oriented documentation;
- Keep the stock and the configuration items information up to date;
- Prepare user related hardware for decommissioning.
Timing of the consultancy
The selected consultant/s will work on site each working day for eight hours, in an estimated timeframe from until for 153 working days. The proposed consultant/s should be available from or from another mutually agreeable date.
Required expertise of the consultant:
- Windows 7, Office2010, Adobe Acrobat Management
- VBS
- Shell
- GHOST
- SCCM
- Users support (workstations, telephones, mobile devices and other IT equipment)
- Application support and installation/reconfiguration/reinstallation of applications
- User accounts Management (Active Directory management experience)
- Creation of images for deployment;
- Software deployment