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Helpdesk Services for GGGI (2024) Tender, South Korea - 103571292

GLOBAL GREEN GROWTH INSTITUTE (GGGI) has floated a tender for Helpdesk Services for GGGI (2024). The project location is South Korea and the tender is closing on 25 Jul 2024. The tender notice number is 100010659, while the TOT Ref Number is 103571292. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.

Procurement Summary

Country : South Korea

Summary : Helpdesk Services for GGGI (2024)

Deadline : 25 Jul 2024

Other Information

Notice Type : Tender

TOT Ref.No.: 103571292

Document Ref. No. : 100010659

Competition : ICB

Financier : Other Funding Agencies

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

Request for proposals are invited for Helpdesk Services for GGGI (2024)

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
• Monitor 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
• Monitor 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.
• Conduct 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