Contractor to provide on-site information technology support staff (2 to 3) at the World Health Organization Regional Office for the Western Pacific (WHO/WPRO) to support WHO staff

Item Description:

The Information Technology Group (ITG) of the World Health Organization Regional Office for the Western Pacific (WHO/WPRO) is tasked to ensure efficient automation of business processes of the Region.  The function includes the study, design, development, implementation, support and management of information technology services.  Among the responsibilities of ITG are:  end user support, network administration, software development and installation, planning and management of the Region’s technology life cycle, where both hardware and software are maintained, upgraded and replaced.

To enable WPRO to manage an increasing workload for IT support related activities, ITG seeks to add 2 to 3 outsourced staff to its end user support team, the Regional Service Desk (RSD).

Purpose/Specific Objective of the Activity

To provide the required Regional Service Desk Support staff.

Description of activities to be carried out

Under the supervision of the Manager, Information Technology and Administration, the contractual partner is expected to deliver the following outputs and deliverables:

Output 1:  Efficient Regional Service Desk technology support

Deliverable 1.1: Technical information and guidance to end users;

Deliverable 1.2: Timely and proper resolution of service request by the support teams;

Deliverable 1.3: Assignment of service requests through an ITIL based service support system;

Deliverable 1.4:  First level support to users in the Western Pacific Region, including remote country offices;

Output 2:  Well-organized Regional Support Desk technology management

Deliverable 2.1:  Technical documentation and corresponding reports

Deliverable 2.2:  Monitored and analyzed report/s on incidents to ensure early detection of problems in the ICT service and resolution by the support team

Method(s) to carry out the activity

The assigned RSD staff will perform the required actions/steps on reported/received requests/queries in the Service Desk system.   Coordination with relevant ITG and other WHO staff is also needed in some cases.

Description of the tasks/process involved in carrying out the activity

• Perform 1st level user support via the 3 main channels: phone, email and walk in clients;
• Properly log/categorize tickets and requests and provide detailed resolution process;
• Maintain the region’s video and audio conference infrastructure;
• Provide technical assistance for in-premise meetings;
• Management of the WHO-WPRO mobile device fleet;

Education

Essential:  Degree in Information Technology and/or Computer science.

Experience

Essential: At least 3 years of experience in end user information technology support in a large networked Windows 10 environment.

Desirable:

• Proficiency in IT network/systems operations and support.
• Experience in monitoring or responding to IT-related issues
• Experience working international organizations an asset.

Skills

Proficient in standard Microsoft Office software and other network applications. Competency in trouble-shooting IT-related issues.

Languages

Written and spoken fluency in English is essential.

Additional information:

To be discussed with the identified candidates proposed by the external contractor. Work is to be performed at the WPRO office.

Competencies

• Teamwork
• Respecting and promoting individual and cultural differences
• Communication
• Producing result
• Ensuring effective use of resources

APPLICATIONS

Qualified and interested specialists should submit their CV {for individual contractors} and Expression of Interest {cover letter} to the Supply Officer through WP RO UNGM at < wproungm@who.int > by 31 December 2018.

The cover letter should outline how their experience and qualifications make them a suitable candidate for this position and should include their proposed daily consultancy fee and availability.

Please use Tender Notice No. 81183 as subject to all submission.  Only successful candidates will be contacted.