Provision of Information Technologies (IT) Support Services in Switzerland

The contracting authority intends to conclude a framework services contract for the provision of IT support services for the Permanent Mission of the EU to the WTO and the Delegation of the EU to the UN and other international organisations in Geneva, and the Delegation of the EU to Switzerland and the Principality of Liechtenstein in Bern, in accordance with the specifications set out in the procurement documents.

Subject of the Contract

The contractor shall provide the human and material resources necessary to provide the IT support services in the non-exhaustive list below:

• end-user support (1st Level), according to ITIL (IT Infrastructure Library) principles;
• technical assistance with ICT (information and communication technologies) software, hardware and equipment, including IMAC (Install, Move, Add, Change) actions;
• administrative assistance related to ICT equipment (inventory, technical requirements for purchase of ICT equipment, training and coaching);
• on call assistance related to ICT hardware, software and equipment.

The place of performance is mainly Geneva, except two (2) days per month dedicated to the Delegation in Bern. IT support services will be provided in close collaboration with the Regional IT Officers (RITO) team currently based in Brussels (who provide the 2nd level of support) and with the EEAS IT Helpdesk in Brussels (who provide the 3rd level of support).